Customer Success Analyst

Team DescriptionAs a Customer Success Analyst, you will have the opportunity to work and give support to the biggest and most important Travel Management Companies around the world with one of the best payments solutions in the travel industry and make them feel that travel payments are easy, seamless, efficient, and beneficial.Role And ResponsibilitiesCollaborate within the customer success team to deliver exceptional service, fostering transparency and trust with clients to cultivate long-lasting relationships.Ensure customers receive high-quality support and experience minimal downtime.Confirm first-level support is thorough, providing necessary training to achieve this.Coordinate with third-level support and technical partners (internal and external).Document all activities within the ticketing system, ensuring visibility and status updates across support levels.Develop, implement, and maintain internal reporting systems to monitor and analyse KPIs and other operational metrics.Analyse monthly resolution data to create reports and offer insights to commercial and product teams.Support SLA adherence and response-time metrics.Collaborate with the SDP Help Desk and external teams for special implementations and support initiatives.Manage complex help desk issues, ensuring timely resolution and delivery.Identify and communicate product customization needs to enhance the SDP Help Desk, working with product teams to meet customer expectations.Qualifications And Education RequirementsAdvanced English level both verbal and writtenHelpdesk or customer support experienceStrong communication abilitiesKnowledge of the travel industry and GDS products is highly valuedQuick adaptability to changing requirements, maintaining high-quality outcomes.Experience in reporting and data analysisExperience in process design and improvementsExperience in designing and delivering trainingsNice-to-Have SkillsFamiliarity with API integrationsExperience working with virtual cards, fintech or banking industrySalesforce proficiencyBenefitsWork in modern Zonamerica campus alongside all the amenities it has to offer!Annual Performance bonus plansDevelopment opportunities in country or globallyWe offer a competitive private health insurance for employees and eligible children Extra Paid Time Off (5 extra days each year) 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) Daily meal allowanceEnd of Year Break Life Insurance Corporate Social Responsibility opportunitiesRecognition and acknowledgement programsFun employee engagement and development events