Customer Success Analyst

Job Description

Title: Customer Success Analyst

Company Name: Enterprise Solution Alliance (BD) Ltd.

Vacancy: 1

Age: 20 to 28 years

Job Location: Anywhere in Bangladesh

Salary: --

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Software Company

• Bachelor of Business Administration (BBA)
• Bachelor of Science (BSc) in Computer Science, Statistics

• 1 to 3 years
• The applicants should have experience in the following business area(s): Software Company

• Age 20 to 28 years

Customer Success Analyst – Role Definition & Classification

About this Role

The Customer Success Analyst plays a critical role in ensuring customers derive value from using our products and services. This role serves as a key point of contact for customers, managing inbound support requests and operational tickets through to timely and effective resolution. 

Customer Success Analyst is a customer facing role which require analytical and problem-solving skills foremost and effective communication skills to understand customer issues and triage (rapid assessment, validation and prioritisation to identify resource allocation needs) incidents through to resolution. The analyst ensures that all cases/incidents/tickets are documented accurately, resolutions are clearly communicated and agreed service levels are consistently met. The role maintains high customer satisfaction, supports retention goals, and reinforces trust in the product and the brand. 

The role requires engaging with local and offshore teams. Hence, excellent spoken and written English skills are essential. This will include communicating via telephone, email, video conferencing and other collaboration tools. 

Classifications/Skills

Competencies 

The following competencies are applicable for all classifications:

• Language: Excellent ability to converse and write in the English Language. Expected education through English-medium systems.

• Communicate: Effectively, Timely, Diligently, Clearly, and Honestly

• Work Ethics: Accurate Time Management; Perform work in consultation with team members; Reliability - your team and customers must be able to rely on you; Accountability - to take ownership of your actions, decisions, behaviours, and performance, and to answer for the resulting outcomes, whether successful or failed. 

• Initiative: the ability to independently assess situations, identify problems or opportunities, and take action to achieve results without needing constant direction or prompting. 

• Professionalism: conduct work professionally, handle responsibilities, and interact with others in a professional way, ultimately demonstrating commitment to excellence. Additionally demonstrate a set of internalised behaviours, attitudes, and values that demonstrate dependability, competence, and respect in the workplace.

• Logical Thinking: 

• Problem Decomposition - Ability to break down complex customer issues into smaller, manageable components, making it easier to identify root causes and determine appropriate next steps.

• Cause-and-Effect Analysis - Skill in assessing how system behaviours, user actions, or data changes lead to specific outcomes, allowing accurate diagnosis and prevention of recurring issues.

• Data Interpretation and Pattern Recognition - Capability to analyse ticket data, error messages, usage metrics, or trends to identify patterns, anomalies, or correlations that inform resolution strategies and improvements.

• Structured Reasoning - Applying a step-by-step, fact-based approach to troubleshooting, ensuring conclusions are evidence-driven rather than assumption-based.

• Decision-Making Under Constraints - Ability to evaluate multiple solution options quickly and logically, considering factors such as customer impact, system limitations, service levels, and business priorities.

• Process-Oriented Thinking - Understanding and following defined workflows while also identifying logical gaps, inefficiencies, or opportunities to streamline support and success processes.

• Clear and Rational Communication - Translating complex technical or analytical findings into clear, logical explanations that customers and internal stakeholders can easily understand and act upon.

• Technical Skills:

• Ability to quickly learn how to use Customised Software.

• Ability to effectively use Microsoft 365 (CoPilot) Suite including Word, Excel, Outlook, SharePoint, etc.

• Ability to effectively use Adobe products such as Acrobat Pro, Photoshop, and Illustrator.

• Create Screen Captures as image.

• Create Screen Recording as videos.

• Ability to effectively use AI Agents by developing efficient and effective prompts.

• Process Adherence - Ability to work within defined processes to ensure quality and standards are maintained.

Responsibilities

The following responsibilities are applicable for all classifications:

• Answer Customer Phone Calls.

• Respond to Customer Emails.

• Solve customer problems using the Incident Management and Change Management Processes.

• Timely escalation of issues.

• Record in detail actions taken during associated investigation and resolution.

• Accurately record times associates with tasks.

• Develop Software Help Articles.

• Develop Software Related Process Instructions. 

CS Analyst Level 1

Experience: 0 – 2 years 

Salary Range: BDT 20K up to BDT 40K

Additional Competencies 

• Analyse incidents/tickets/issues up to medium complexity with the appropriate teams after the initial training period.

Additional Responsibilities 

• Organise meetings as necessary with clients or internal teams with detailed:

• Agenda

• Expected Outcomes

• Action Items

• Follow-up on action items as needed.

• Participate in meetings and training session while taking written notes in digital format which can be communicated to participants.

• Participate in risk, issue and dependency meetings with senior management.

• Participate in Social Media Marketing meetings.

• Develop marketing assets.

CS Analyst Level 2

Experience: 2 – 5 years industry experience; at-least 1-year internal experience or equivalent;

Salary Range: BDT 40K up to BDT 50K

Additional Competencies (Level 1+)

• Ability to lead and mentor Level 1.

• Analyse complex issues and develop solutions in consultation (if necessary) with other team members.

• Use business analysis skills such as Design Thinking to empathise with customers, generate solution ideas, general improvements and suggest product directions.

• Develop User-Stories.

• Develop Acceptance Criteria.

• Perform User Acceptance Testing.

Additional Responsibilities (Level 1+)

• Mentoring Level 1.

• Analyse complex issues and develop solutions in consultation (if necessary) with other team members.

• Write Business Requirements for Customer Specific Request and for General Improvements.

• Write User-Stories in Business Requirements.

• Write the Solution Acceptance Criteria.

• Write Test Cases and Test Plans for medium-to-complex solutions required to meet Acceptance Criteria.

• Conduct Testing based on Test Cases.

• Develop Release Plans.

• Coordinate Release with Customer and internal teams.

CS Analyst Level 3

Experience: 5+ years industry experience; at-least 2-years internal experience or equivalent;

Salary Range: BDT 50K up to BDT 70K

Additional Competencies (Level 2+)

• Ability to lead and mentor Level 1 and Level 2.

• Extensive understanding of the Custom Solution.

• Design complex Solutions using platform components.

• Understand emerging trends in the Education Sector and the global learning environment to contribute positively towards product direction.

• Analyse complex issues to identify future product enhancements.

• Analyse emerging trends and synthesise potential product improvements.

• Understand and suggest potential product strategy.

• Ability to understand market trends and data.

• Understand Michael Porter’s 5 forces.

• Ability to conduct Michael Porter’s 5 forces analysis.

Additional Responsibilities (Level 2+)

• Mentoring Level 1 and Level 2.

• Monitor market trends.

• Monitor and analyse Competitors, New Entrants, Suppliers, Customers, and Substitutes.

• Write reports to support product direction change.

What We Offer: Competitive salary and performance-based incentives, Opportunity to work with cutting-edge software products, Career growth in Customer Success, Product, or Data Analytics, Collaborative and inclusive team culture, Training and professional development opportunities