Duck Creek Technologies
property and casualty (P&C) insurance
SeniorAnalystCustomerSuccessOperations
“Senior Analyst - Customer Success Operations at Duck Creek Technologies. Skills: customer data analysis, operational strategies, customer success metrics and dashboards, process improvements, operational efficiencies, customer success tools and technologies, reporting on customer success metrics, data-driven insights, strategic decision-making, cross-functional coordination, continuous improvement. Analyze customer data to identify trends, insights, and opportunities for improving customer succe”
What You'll Achieve.
enhancing customer satisfaction and retention; monitor team performance and customer health; improve the overall customer experience; support strategic decision-making
Industry & Context.
problem-solving skills with the ability to address and resolve complex customer issues.; critical thinking
reside within reasonable proximity to that location, may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs, The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations., candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted.
What They're Looking For.
Must Have
3+ years of experience in customer success, operations, or data analysis within the technology or software industry, Proven experience in analyzing customer data and developing operational strategies, Proficiency with customer success tools and technologies (e. g. , Salesforce, Churn Zero, Service Now and Power BI)
Nice to Have
Experience in a global software company, Demonstrated experience in improving customer satisfaction and retention metrics
What You'll Do.
Analyze customer data to identify trends
and opportunities for improving customer success processes.
Develop and maintain customer success metrics and dashboards to monitor team performance and customer health.
Collaborate with the Customer Success team to design and implement process improvements and operational efficiencies.
Assist in the development and execution of customer onboarding
and support programs.
Conduct thorough needs assessments to identify areas for enhancement in customer success strategies.
Support the implementation and optimization of customer success tools and technologies.
Generate regular reports on customer success metrics and provide actionable recommendations to management.
Work closely with Product
and Marketing teams to ensure alignment of customer success initiatives with broader company goals.
Assist in the creation and maintenance of documentation related to customer success processes and best practices.
Participate in cross-functional projects aimed at improving the overall customer experience.
Provide data-driven insights to support strategic decision-making within the Customer Success team.
Ensure compliance with industry standards and regulatory requirements in all customer success operations.
Perform all other duties as assigned.
How You'll Work.
Team & Collaboration
Collaborate with the Customer Success team to design and implement process improvements and operational efficiencies.; Work closely with Product, Sales, and Marketing teams to ensure alignment of customer success initiatives with broader company goals.; Participate in cross-functional projects aimed at improving the overall customer experience.; Ability to work effectively with cross-functional teams.; fostering open collaboration across diverse perspectives to achieve shared goals.
Communication Scope
Excellent verbal and written communication skills
Process & Methodology
Capable of managing multiple projects and initiatives simultaneously.
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