Customer Success Analyst

USA (Remote)
Business Development – Customer Success /
Full-Time /
Remote
Interested in defining how AI shapes the future of work? Cresta is on a mission to make every knowledge worker 100x as effective, 10x faster and 10x better. Cresta is focussed on using AI to help the workforce, not replace them. Cresta uses our patented Expertise AI to uncover expert insights from every conversation and put those insights into action with real-time coaching during customer conversations. 

We’re growing fast! Spun out of the Stanford AI lab and chaired by Google-X founder Sebastian Thrun, Cresta launched in 2020. Since then, we’ve grown revenue and our team by 300%! We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors and advisors including Andreessen Horowitz, Greylock Partners, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Porsche, Verizon and Mutual of Omaha and we have been recognized as a startup to watch by Business Insider, Forbes, and Gartner to name a few. We have huge ambitions and are looking for stellar candidates who have an entrepreneurial mindset and are excited to use cutting-edge AI to solve real-world business problems.

We're seeking a motivated and analytical Customer Success Analyst to join our team. In this role, you will work closely with our CSMs, providing data analysis, creating impactful presentations, assisting in customer meetings and training sessions, and configuring self-service options in Cresta's Opera platform. This junior role will provide valuable experience and serve as a stepping stone to various career paths within Cresta, including CSM, Implementation Manager, Conversation Designer, Product Manager, or Data Scientist.

What you'll do:

    • Assist CSMs in analyzing customer data by pulling data with SQL and analyzing it using Excel or other data analysis tools.
    • Develop the ability to transform data into meaningful insights and compelling stories that drive action and highlight opportunities for improvement.
    • Create visually appealing slide decks using Google Slides to effectively communicate data-driven insights to customers and internal stakeholders.
    • Configure self-service options in Cresta's Opera platform, including building keyword and utterance-based rules to optimize customer contact center operations.
    • Support CSMs in running frontline meetings with customers, including agenda preparation, capturing meeting minutes, and following up on action items.
    • Conduct end user training sessions to guide customers in effectively utilizing Cresta's software solutions.
    • Collaborate with CSMs to ensure a seamless customer experience, addressing any questions or concerns promptly and professionally.
    • Contribute to ongoing customer success initiatives, including customer health monitoring, product feedback, and customer satisfaction surveys.
    • Stay up to date with industry trends and best practices in customer success, AI technology, and contact center operations.

What we're looking for:

    • Bachelor's degree in Business Administration, Computer Science, or a related field.
    • Some experience in a customer-facing role or relevant internship, demonstrating strong analytical and problem-solving skills.
    • Proficiency in data analysis using SQL and Excel, with the ability to extract insights from complex datasets.
    • Strong storytelling skills to effectively communicate data-driven insights and recommendations to both technical and non-technical stakeholders.
    • Experience creating slide decks using Google Slides or similar presentation tools.
    • Ability to configure self-service options in Cresta's Opera platform, building keyword and utterance-based rules to optimize contact center operations.
    • Excellent verbal and written communication skills.
    • Ability to run meetings and training sessions with customers, demonstrating confidence and professionalism.
    • Passion for learning and a strong interest in AI technology, customer success, and contact center operations.
    • Self-motivated, proactive, and able to work independently in a remote environment.
    • 3-5 Years relevant experience
Compensation for this position includes a base salary, bonus, equity, and a variety of benefits. The U.S. base salary range for this role is $70,000 - $100,000. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in Canada, and offer competitive local pay and benefits. Your recruiter can provide further details.

If you want to make an impact with an amazing product, want to improve your tech skills by working with other exceptional engineers, and like to be part of an amazing international team, then you should join us. We pay an attractive salary and with the Cresta stock options, you can benefit from the company's growth.