Customer Success Analyst (REMOTE)

We are looking for a technically savvy Customer Success Associate/Analyst who possesses a strong analytical mindset. As a Customer Success Associate/Analyst, you will need to keep a "high-level view" of the entire support process with a long-term perspective of customer goal achievement to drive customer value from product.

Responsibilities

• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Maintain a detailed understanding of products, services and offers, assist the team with questions and suggest the best solutions
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Analyze customer data to improve customer experience
• Evaluate and improve tutorials and other communication infrastructure
• Minimize customer churn, analyze which problems affect multiple clients, and forecast what those trends mean for future churn
• Aid in product design and product development through cross-team effort
• Assist in providing daily, weekly, monthly reports on various metrics

We'd love to talk to you if

• You have 2+ years of experience in customer service or customer success position in a high- tech company. Strongly preferred consumer tech products
• You are a quick learner and someone who can juggle a lot of different tasks at once
• You are able to communicate customer needs with internal stakeholders, sharing their difficulties with data-backed justifications
• You thrive in a rapidly changing and fast-paced work environment
• You have a proactive mindset and excellent time management skills

Interview Process

The process is normally a 45-minute initial interview, a 1-hour Interview with the Hiring Manager, and a 30-minute final-round exec/VP interview.

How we work

Current Mobile is committed to learning, exploring new ideas & alternatives, and is united by curiosity. We are results-driven, use OKRs to guide us on our decisions, and emphasize goal accomplishment.

We all share the same core values:

Lead with Purpose - Leadership does not necessarily mean management. Everyone is a leader, no matter the role. Taking pride in your responsibilities, finding & executing solutions is key.

Focus on the ‘Why’- The best solutions start with everyone understanding the problem and its impact. We’ve found that if someone understands the ‘why’, they will produce an innovative ‘what’ and ‘how’. If we cannot explain the ‘why’ clearly, we don’t understand the problem ourselves.

Bring a Sense of Humor - Our work environment is a lighthearted & positive place where employees are united by humor and camaraderie; we believe laughter is a great way to uplift employee morale and form bonds with each other.

Set New Precedents - We drive innovation and push boundaries for all company activities while understanding that anything worth doing will have roadblocks. We set a new standard of worth for people’s time, data, and attention while rewarding what most other companies take.

Collaboration - We won’t thrive without recognizing others’ strengths. Listen and evolve together, helping and supporting each other for the sake of a collective goal.

We believe in the following workplace norms:

Honor Commitments, Your Word Matters - Specific, Measurable, Attainable, Relevant & Timely (S.M.A.R.T) Asks & Answers.

Allow OKRs To Guide Us - Individual & Departmental OKRs will largely impact success at Current Mobile.

Agree to Disagree & Commit -Voice concerns in a respectful & appropriate manner directly to your manager or the Executive Team.

Assume Positive Intent - Always start from the idea that a person meant well or was doing their best, no matter what they say or do.

What we are offering

***We are a remote-first company so this position is 100% remote from anywhere that can overlap with US CST / EST hours***

• Participation in the company's equity & token plan.
• We pay out individual bonuses every two months in accordance with our bi-monthly OKRs.
• Health, dental, and vision insurance with employer contribution.
• Work with highly curated high-caliber people.
• Celebrate employee personal milestones.
• Remote team-building activities every 6-8 weeks
• Virtual happy hours & virtual coffee buddies.
• Bonus.ly - we use bonus.ly as a way to recognize and reward employees for their hard work + commitment.
• Monthly virtual yoga + meditation classes.
• We follow the “12 PM to 1 PM CST Break” - no meetings during this time to encourage team members to take a break in their workday!