Analyst, Customer Success

Summary The Analyst, Customer Success, will be responsible for providing excellent customer service experience and helping customers achieve their desired goals.   Responsibilities Providing exceptional client service as a point of contact for client engagements managing a portfolio of 200 accounts Provide a seamless onboarding experience to new clients, monitor initial adoption, ensure satisfaction, and secure client renewals Collaborate with Customer Success Managers in the implementation and management of large-scale, complex projects for strategic accounts  Provide written and organizational support on deliverables for clients and internal stakeholders, including tracking projects to ensure milestones are met and customer expectations are exceeded. Support the sales teams with the identification of cross-sell and upsell opportunities. Create custom communications to multiple audiences to enhance the participant experience and promote organizational engagement. Grow existing accounts through strong relationship management and identification of growth opportunities. Build partnerships with all key internal and external players as a trusted, knowledgeable advisor.   Education & Experience Requirements Education: A Bachelor’s degree in marketing, business, or equivalent relevant work experience/training experience is required. Experience: Minimum of four (4) years of experience in a professional environment, preferably in learning design and delivery, consulting, education, client services, sales support, or program management.   Knowledge, Skills & Abilities Excellent time management/prioritization skills; conceptual thinking skills with great attention to detail Superior oral and written communication skills, ideally with some editing or content creation experience Strong service ethic when interacting with internal and external clients; ability to work well within a team Comfort with ambiguity and change; ability to make quick adjustments to meet team and business needs   Certifications N/A   Physical Requirements This position operates in a typical office environment and requires the ability to perform essential job functions with or without reasonable accommodation. Physical requirements may include: Prolonged periods of sitting at a desk and working on a computer. Frequent use of hands and fingers for typing, handling documents, and using office equipment. Occasional standing, walking, bending, and reaching. Ability to lift and carry up to 30 pounds as needed. Clear verbal and written communication skills for effective interaction with colleagues and stakeholders.   Work Environment Hybrid Position (3 Days In-Office, 2 Days Remote): This position follows a hybrid work schedule, requiring in-office presence [three days per week] and remote work [two days per week]. Core work hours will be designated by the department.  The office environment includes a standard workstation setup with collaborative spaces, while remote work requires a reliable high-speed internet connection and a suitable home workspace. Employees must maintain availability during standard business hours and adhere to company policies for both in-office and remote work. Travel: 0 – 10%   #LI-Hybrid   The hiring range for this position is $70,000 to $80,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.

Salary : $70,000 - $80,000