Junior Customer Experience Analyst

Description

Job Summary: A professional responsible for tracking the customer journey—from onboarding and system implementation through daily support and management of new requests. Key Highlights: 1. Comprehensive tracking of the customer journey on the platform 2. Customer engagement and monitoring of new features 3. Support and issue resolution to ensure customer success Track the entire customer journey within the company—from onboarding, operational testing, and system implementation to day-to-day follow-up—while resolving issues and tracking new requests suggested by customers. Participate in and support the sales process alongside the commercial team (e.g., contact follow-up, meeting note-taking, cost simulations); Receive onboarding documentation and onboard users onto the Platform; Document and track implementations with customers to ensure successful implementation outcomes; Keep the CRM updated according to defined procedures; Engage customers with the products, ensuring they understand available features and the Platform’s differentiators; Collect customer suggestions and new requests, track progress with R&D, and provide feedback to requesters; Monitor new Platform features in coordination with the product development team; Perform continuous tracking and monitoring of customer operations on the Platform; Send communications to customers (official notices, new features, manual updates); Review and suggest improvements to user manuals from a customer perspective; Report on support performance indicators (SLAs); Handle open support tickets and propose process improvements; Document and update departmental procedures; Report bugs and incidents reported by customers or identified internally; Serve as the designated point of contact for an assigned customer portfolio and coordinate with other internal departments when necessary (e.g., Accounts Payable, DFS, etc). Employment Type: Full-time, CLT Permanent Contract Benefits: * Medical insurance * Dental insurance * Childcare allowance * Education allowance * Profit-sharing program * Life insurance * Food allowance * Meal voucher * Transportation allowance