Job Summary: The Customer Success Analyst role is responsible for supporting the daily operations and program management functions for municipal projects in the Los Angeles area. The programs provide transportation, parking violation processing and collections services as well as expanded related services and technology solutions.
Job Description: The Customer Success Analyst role is responsible for supporting the daily operations and program management functions for municipal projects in the Los Angeles area. The programs provide transportation, parking violation processing and collections services as well as expanded related services and technology solutions.
The wage range for this position is $50,000-64,480.00 / year, with the actual pay dependent on your skills and experience as they relate to the job requirements
The position interacts with assigned clients daily via email, video conferencing, and in-person meetings. The position also communicates with other Trellint management, IT resources, and finance and accounting groups. The Customer Success Consultant will report to the Customer Success Manager but is expected to independently and effectively communicate with the client regarding a variety of matters. The successful candidate will have the ability to:
- Work independently with only general management direction.
- Act as a liaison between internal and external teams.
- Remain calm, tactful, and diplomatic during difficult client discussions.
- Effectively apply strong organizational, multi-tasking, and project management skills.
- Utilize strong interpersonal communication skills to build trust and confidence with the assigned clients.
- Adapt to changing duties and responsibilities dictated by an evolving industry, client, and company environment.
- Demonstrate an exceptional dedication to personal integrity, and a commitment to sound, ethical, moral and legal business standards and practices.
As a Customer Success Consultant working in a collaborative, dynamic environment, your responsibilities will include, but are not limited to the following:
Data Analysis
- Working with assigned clients to provide reports to support daily operations. Knowledge of SAP Business Objects and ESRI GIS applications is preferred but not required.
- Developing statistical/analytical reports for clients and the program management team.
- Building key performance indicators and reports for customers.
- Developing metrics that provide data for process management and future improvement opportunities in operations.
Financial
- Providing program support for recurring financial reporting duties.
- Providing accounts payable support and preparing accounts receivable invoice for the program.
- Analyzing the financial performance of the program.
- Provide recommendations to the Trellint management team and client.
System/Process Development
- Participating in or leading cross-functional teams focused on the delivery of new or existing projects.
- Writing detailed business functional requirements.
- Interacting with customers to troubleshoot system functionality issues.
- Participating in database testing for new implementations and system improvements.
- Successfully communicating client needs/requirements to the Data Center and managing system changes.
General Support
- Providing support to the assigned Customer Success Manager, local office Directors, and support staff to ensure day-to-day operations are efficiently completed.
- Conducting training sessions of proprietary reporting and system applications.
- Identifying areas of continuous improvement and opportunities for cost savings and performance efficiencies.
- Other related duties as assigned.
Experience Preferred
- Bachelor's Degree or 3 years equivalent work experience, preferably in dealing with municipal government clients.
- Advanced MS Excel skills preferred.
- Familiarity using Business Objects/ SAP applications, and ESRI mapping application (not required).
Other Requirements
- This position requires the incumbent to meet regularly with the client in their downtown Los Angeles office. The client's office is conveniently situated approximately one block from Union Station.
- Typically the incumbent will need to be in the office at least two days per week.
Worker Type: Regular
Number of Openings Available: 1