Customer Success Analyst

Do you want tobe part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answeredyes, keep reading.

Who Are We?

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.

We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our people brand by watching our culture videos:

• https://www.youtube.com/watch?v=4JkUpUigUdM&t=1s

• https://www.youtube.com/watch?v=iVk3_vVyrW0

Job Opportunityat 1Nebula:

The Customer Success Analyst analyzes data, identifiestrends, provides reportingand optimizesefficiency. Bridges the gap between customer service and operational improvement. Identifyingrecurring issues and providing insights that contribute to better customer experience. The Customer Success Analyst also collaborates with teams to refine workflows, automate processesand improve the overall customer experience.

What Youwill do within this role (Your key responsibilities):

Process and Operations:

• Identifyinefficiencies in the support workflow & recommend improvements

• Assistsin developing automation solutions

• Works with the Customer Success team to streamline client responses and improve service levels

• Improve internal workflows to increase efficiency

• Work closely with internal teams to ensure smooth handovers from new customers to onboarding

• Supports internal teams by improving workflows, handling client queries, customer escalations and ensuring smooth internal operations within Customer Success

• Partner with CS, productand other teams to improve overall customer experience

Training:

• Align with internal teams (marketing, CS, etc.) on customer communication plans and training content

• Creates training materials, delivering workshopsand maintainingan up-to-date knowledge base

• Assistin training support

• Help identifyopportunities for training and development

• Ensures internal team members are equipped with the necessary skills, knowledgeand best practices to enhance the customer interactions

Reporting and Analysis:

• Generate reports and dashboards to provide visibility on customer health for internal teams

• Create customer dashboards and reports

• Analysecustomer engagement, product usage, and account activities to assess customer health

• Provide customers with clear, accurate, timely, data-drivenand actionable reports on the customer’s telecoms environment, helping them optimizecosts, usageand overall efficiency

• Identifyearly signs of potential churn or dissatisfaction and flag accounts for intervention

• Analyseusage data to identifyopportunities for increased adoption of product features

More about You (Our requirements for the role):

Although we believe in the potential of others more than anything else there aresome minimumrequirements we would look for so consider these before sending us your application

• Relevant degree or Diploma

• 3+ years in data analytics, business intelligence, or SaaS customer success strategy

• Knowledge of SQL, Python, R (if required), and data visualization tools

• Knowledge of AI/ML for predictive analytics (preferred)

• Proven ability to develop scalable reporting infrastructure for large datasets

• Strong storytelling ability to translate data into actionable insights

Our Amazing Perks!

• Enjoy 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables. That’s4 extra leave days annually!

• High spec laptops and equipment for you to comfortably work remotely.
• A once offathome office allowance to set up your home office.
• Access to our Well-being program and Employee support services - we believe in work/life balance being of utmost importancefor you and your familyso this perkis for them too.

• Grow your skills and learn something new with paid forMicrosoft courses and certifications.

• Take up a hobby and unlock a training allowance every 2 years to do something non-work related.

• Give back by participatingin our Culture and Social Responsibility initiatives.

• Free Gap cover