Analyst - Policy and Projects
2 months ago
Job Description TransPerfect is seeking a highly motivated and detail-oriented Client Experience Analyst to join our dynamic team. As a Client Experience Analyst, you will play a crucial role in enhancing user satisfaction, streamlining onboarding processes, and maximizing customer retention. This position offers an exciting opportunity to work in a global environment, contributing to the success of our technology clients in the international marketplace.
Description:
The main focus of the role is improving client satisfaction of software purchases. This needs to be measured for decision-makers, or the buyers of the software and separately for the users.
You will conduct regular assessments of client satisfaction levels through surveys, feedback analysis, and direct communication.
Utilize data visualizations to present and analyze the current state and propose solutions to increase ROI visibility to buyers and users.
Use data collected to propose features, feature epics or cross-product solutions and integrations.
Cultivate close, positive customer relationships with large account stakeholders.
*You must be comfortable calling customers, communicating via phone, web meetings or in person.
*Have the ability to own the room, be bubbly, and be the person willing to solve all the client’s problems.
~ Work with your direct teammates to manage post-sale implementation of software as a service, for TransPerfect clients. To do this well, you need to:
*Understand the client’s motivation & requirements
*Anticipate bottlenecks or potential issues in workflows
*Provide creative solutions
*Balance the business needs versus technical limitations
*Create a workflow with shared efficiencies—setting up the client as well as the internal TransPerfect localization management
Analyze customer retention data to identify trends, patterns, and potential risks.
Develop and implement strategies to increase customer loyalty and reduce churn rates.
Collaborate with the commercial team to align strategies on customer success and upselling.
Collaborate with the UX Research team and Product Development teams to create a feedback loop, and see suggestions from clients through to completion.
Create clear project plans and transparent status tracking.
Possess excellent business judgment and a common sense approach to getting things done.
Thrive and maintain a positive attitude in a high energy, fast-paced environment.
High attention to detail and ability to manage multiple, competing priorities simultaneously.
Required Skills:
Excellent communication both verbal and written, able to communicate complex and conceptual ideas effectively to all levels
Hands-on ability to think strategically and tactically
Ability to influence by establishing credibility, building relationships, being an observer and communicating effectively
Entrepreneurial spirit with can-do attitude, commitment to teamwork
Ability to effectively multitask in order to simultaneously execute multiple projects
Exceptional problem solving/critical thinking skills with minimum supervision
Ability to maintain professionalism, focus and result-orientation under pressure and tight deadlines
Capable of creating relationships with teammates across locations and time zones.
Required Experience:
~ Bachelor’s degree or its equivalent
~2 years’ experience in technology sales or SaaS implementation for B2B customers
Desired Skills and Experience:
Experience in the localization industry with specific focus in technology or customer relationship management
Proven experience working with customer success or client experience divisions
Thorough understanding of software development lifecycle from conception to delivery
Data analysis, problem solving and project management skills.
User Experience feedback analysis and corrective action planning.
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