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.