Customer Intelligence Analyst

Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

We are looking for a Customer Intelligence Analyst who will:

• You will report to the Customer Relationship Manager Lead and will be providing key data reports on a defined schedule to applicable Forte teams related to customer intelligence.
• Design and develop customer surveys, forms, PowerPoint presentations, communication for upsell/cross-sell opportunities, and applicable distribution lists.
• Leverage key data gathered through customer surveys, Business Reviews, product usage, and ticketing systems to create recommendations and action plans that can improve the customer experience.
• Conduct research and deep dive analysis to understand customer trends, anomalies, and insights that will help drive operational improvements and increase customer retention.
• Create benchmarks and manage KPIs to show progress related to customer data and implement action plans.
• Communicate and share research findings through presentations, dashboards, and executive summaries.
• Respond to unique business opportunities by analyzing existing feedback or developing new feedback sources.
• Engage stakeholders to ensure customer feedback factors into processes and system design.
• Assist in Managing projects for the Relationship Management Team and keep the Team and department leaders informed of any obstacles, milestones, and subsequent plans impacting agreed-upon outcomes.
• Participate in Forte Product roadmap sessions to assist with defining and advocating the needs for future product offerings based on customer feedback.
• Gaining a deep understanding of Forte products and customer use cases is necessary to create recommendations for improvements.
• Provide guidance on design and approach based on customer feedback. 
• Creates and executes project work plans and revises, as appropriate, to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities.

Is this opportunity right for you? We are looking for candidates with:

• Bachelor’s degree, or equivalent experience
• Proficiency in English in a business environment.
• 2-3 years of Project Management, product, solutions, and/or technical customer support experience in a comparable environment.
• Strong issue management skills: analytical, technical, and problem-solving skills to identify and facilitate problem resolution in a timely manner.
• Ability to establish and maintain relationships with internal/external clients at all levels of the organization.
• Advanced experience with Microsoft Excel and Power BI (pivot tables, advanced modeling, creating charts/graphs) and PowerPoint.
• The ability to analyze large amounts of data and draw meaningful insights and deliver first-level conclusions and recommendations for our customers.
• Self-starter who can translate research into action for cross-functional …