Client Success Analyst, Bud

• A strong customer focus, with a commitment to providing excellent service and supporting internal and external stakeholders
• Strong communication skills, and comfortable interacting with senior client stakeholders
• Experience demonstrating products to clients and capturing feedback
• Ability to work in a fast-paced and dynamic environment
• Comfortable with troubleshooting problems promptly and efficiently
• Comfortable with working remotely with a global team based in the UK

Desirable

• As our Client Success Analyst you will play a key role in ensuring successful client partnerships through supporting the adoption of Bud’s technology in its client base, managing client sentiment and growing account value
• You will do this by building authentic relationships with your client stakeholders, supporting them in their onboarding and growth journey, and working cross functionally as their advocate within Bud to help resolve their issues
• Client Success at Bud. The Client Success team’s mission is to ensure Bud’s clients get the best possible value out of Bud’s products, from onboarding through the full customer lifecycle
• We do that by building strong relationships with our clients to understand and address their unique goals and challenges, so we can offer timely support, tailored advice and solutions
• The core team is based in the UK but we are expanding internationally along with Bud’s footprint
• You will act as the primary point of contact for clients and handle day-to-day correspondence, demonstrating the value of the Bud platform to clients
• You will be the primary point of contact, supported by the Bud incident team, for clients to manage and resolve production issues, focusing on communicating status and progress and managing sentiment with senior stakeholders
• You will help document and provide client feedback to internal product teams at Bud
• You will work closely with stakeholders to identify and qualify upsell and cross-sell opportunities
• You will work closely with clients to understand the problems they’re trying to solve, how effectively Bud’s products meet their needs, and their strategy and objectives
• You will manage the onboarding of client end users to Bud’s dashboard products, including managing and delivering training materials and supporting end users in adopting products and features, ensuring clients get the most benefit from Bud’s products
• You will administer Bud’s Help Centre (Zendesk) to ensure your clients’ SLAs are met and to produce necessary reporting
• You will interface Bud’s internal teams (Product, Operations and Commercial) to ensure the necessary flow of information from Clients
• You will provide non-technical support for the customer support team