Customer Success Analyst

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.
**Essential Job Responsibilities**:

- Acts as liaison between technical and non-technical departments within Forte in order to ensure all operational needs are met.
- Accountable for achieving the timely and complete resolution of customer issues and inquiries in conjunction with “Customer First” initiatives. Includes effective communication to all stakeholders.
- Build and maintain partnerships with Forte GTM, Payment OPS, R&D & Support teams to drive operational excellence and achieve the service expectations of the Clients.
- Establish partnership with internal teams for issue resolution, product optimization, client education, and client communications.
- Supports internal activities related to strategic projects, account integrity and overall initiatives.
- Attainment of departmental and operational standards, including quality, efficiency and Key Performance Indicators (KPI’s).
- Identify systemic and Client-impacting trends and escalating through proper channels of leadership.
- Maintain a thorough understanding of Forte's products, platforms, systems, and operational areas and processes.
- Assists with process management, documentation management, new functionality deployment, product optimization, pre-release testing, solution/services resource education and communicate status to internal and the customer teams.
- Track and Analyzes business process operations to determine opportunities to optimize, streamline and/or automate processes and functions.
- Assist with change management with day-to-day support and maintenance of processes, projects and product roll out that impact customer success and/or experience.
- Establish partnership with internal teams for issue resolution, product optimization, client education, and client communications.
- Creates and executes project work plans and revises, as appropriate, to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities.
- Reviews deliverables prepared by team before passing to client.
- Effectively applies our methodology and enforces project and/or process standards.
- Attend on-going training and product UAT as required.
**Professional Working Behavior**

This role is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s Competencies and Core Values.

**Travel**

Must be able to travel internationally and/or domestically (dependent upon location of the role) up to 10% of the time.

**Minimum Requirements**

**Experience**
- Bachelor’s Degree and/or the equivalent work experience in a business analytical and/or project management position with an understanding of process methodologies, design, implementation, and documentation
- Strong issue management and project management skills.
- Ability to communicate effectively verbally and in writing to internal and external clients.
- Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously.
- Demonstrated knowledge of the payments software, services and solutions highly preferred.
- Strong customer facing and organizational skills, with the ability to build relationships with all levels of the organization.
- Ability to take charge and deliver on results; especially in emergency situations.
**Criteria**
**Knowledge, Skills and Abilities**

A experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
**Job Complexity, Problem Solving**

Works on problems of diverse scope where analysis of data and processes requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

**Decision-Making**

Normally receives little instruction on day-to-day work, general instructions on new assignments.
**Typical Interaction/Relationships**

Networks with senior internal and external personnel in own area of expertise. Influences operational and tactical leadership within functional area to meet customer expectations and deliver on objectives.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties outside of their normal responsibilities as needed.