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Customer Success Analyst

Customer Success Analyst

Job Locations 
US-IL-Chicago
Category 
Business/Delivery

More information about this job

Company Overview

Who Mattersight is:

 

The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.

 

Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.

 

Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

Responsibilities & Qualifications

Who you are:

 

Mattersight is seeking Customer Success Analysts who are excited about working with clients in a data-driven environment to join our Customer Success team.

 

We are looking for individuals with 1-4 years of related work experience who are energized by the prospect of partnering with clients to drive value, are comfortable with both data and clients, and will be able to help our company grow. The role will be challenging, but will reward those who thrive in a fast-paced, client-focused, and entrepreneurial environment.

 

What you’ll do:

 

The Customer Success Team is responsible for ensuring that our clients derive maximum value from our solutions. Individuals in the Customer Success Analyst role are responsible for, but not limited to, the following tasks:

 

  • Explore high-level, undefined ideas and business problems using unstructured, raw data
  • Regularly present findings and project summaries to audience whose statistical knowledge varies
  • Interacting with clients to deliver analyses, answer questions, and field additional requests
  • Producing regular deliverables and ad-hoc analyses for clients
  • Troubleshooting data anomalies and ensuring deliverable integrity
  • Working closely with Customer Success Managers to ensure client satisfaction at assigned client(s)
  • Identifying opportunities to automate and streamline internal processes and procedures
  • Collaborating with cross-functional teams across disciplines such as product delivery and business intelligence 

Customer Success Analysts will receive initial training followed by department on-boarding, as well as ongoing coaching and on-the-job training.

 

What you definitely have:

 

Applicants must meet ALL of the following criteria: 

  • 1-4 years of work experience in Consulting, Service Operations, Business Process Improvement, Data-Driven Customer Experience or a related area
  • Strong verbal and written communication skills with the ability to convey complex ideas to non-technical parties
  • Strong analytical and problem solving skills
  • Some experience in one or more of SQL, R, Excel, and PowerPoint to analyze and report on findings and behavioral trends
  • High knowledge bandwidth and intellectual curiosity
  • Ability to operate with minimal guidance and structure in a fast-paced, client-focused environment
  • Willingness to acquire skills and knowledge on one’s own to meet the changing demands of the role
  • Bachelor’s degree from an accredited university

In addition to the above, ideal candidates will possess one or more of the following:

  • Experience working with clients
  • Experience with Tableau or a similar BI tool
  • Experience creating predictive models
  • Direct work experience with Service Operations, Business Process Improvement, and data-driven Customer Experience Marketing are a strong plus.
  • Direct experience running or working with customer contact centers or other customer service functions also a strong plus.
  • Coursework of a quantitative or analytical nature is preferred. This can include, but is not limited to: Economics, Mathematics, Psychology, Sociology and Statistics. 

Other Facts

Company Culture & Facts

 

Corporate Culture

 

Mattersight values diversity amongst its employees.  Employees from all levels of experience and backgrounds are mingled together and are encouraged to learn about projects others are working on.  Mattersight’s Chicago office fosters teamwork as well as self motivation. 

 

Eligibility & Location

 

Mattersight seeks candidates authorized to work without sponsorship in the United States. The Customer Success Analyst role will be based out of Mattersight’s Chicago location; candidates should anticipate roughly 0-10% travel.

 

Compensation

 

Mattersight is prepared to offer a highly competitive benefits and compensation package for the ideal candidate.

 

Questions

 

Any questions regarding the position should be communicated to Patrick Stearns, Director of Talent Acquisition, patrick.stearns@mattersight.com

 

For more information about Mattersight, visit http://www.mattersight.com/. Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.