Customer Success Analyst
✨ AI Summary
Spurt! is a technology solutions firm dedicated to assisting African entrepreneurs in optimizing their businesses through advanced technology and a robust talent network. Our goal is to empower over a billion entrepreneurs in emerging markets, fostering sustainable social entrepreneurship and community prosperity.
Role Summary
The Customer Success Analyst serves as the main advocate for our users, acting as a vital link among customers, product development, engineering, and leadership. This role involves user research, executing customer success strategies, providing product education, and analyzing feedback to ensure our offerings provide tangible value.
Main Responsibilities
- Conduct in-depth interviews with prospective users to refine product positioning.
- Document regular check-ins with active users to gather insights on product usage.
- Lead quarterly focus groups for each product to validate messaging and features.
- Deliver comprehensive onboarding experiences for new users.
- Maintain a high Net Promoter Score (NPS) across product lines.
- Produce educational content and manage the product newsletter.
- Generate weekly reports summarizing customer feedback and UX insights.
Qualifications
- Experience in product management, customer success, or related fields.
- Strong communication skills, both written and verbal.
- Proficiency in user research methodologies and data analysis.
- Ability to manage multiple tasks in a fast-paced environment.
