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Job Summary
The role will be ideal for an empathetic, logical, analytical thinker, who thrives at the intersection of technology, business, and customer success – and wants to help shape how customer value is delivered and sustained.REQUIRED SKILLS AND EXPERIENCE :
- 2-3 years’ experience of as a Business Analyst or Consultant in technology, services, or customer experience environments.
- Proven success in customer-facing or consultative roles, engaging across pre-sales, delivery, and optimisation phases.
- Strong understanding of Customer Success principles, lifecycle management, and value realisation frameworks.
- Experience in requirements definition, process mapping and optimisation, and solution validation within multi-stakeholder environments.
- Excellent customer facing communication and facilitation skills - able to bridge business, technical, and executive audiences.
- Proficiency in using Salesforce (or similar) for lifecycle visibility and success tracking.
PREFERRED SKILLS :
- Experience in Customer Experience (CX), Contact Centre, SaaS, or Managed Services industries.
- Familiarity with CCaaS and CRM/CSM cloud platforms (AWS, Amazon Connect, Genesys, Five9, Zendesk, ServiceNow, Salesforce).
- Certification in Business Analysis (CBAP, PMI-PBA), Customer Success (CSM), or ITIL v4.
- Data fluency and ability to derive insight-driven recommendations.
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