Description : Customer Success Analyst. Company : Call Journey. Location : United States

Job Type: Full Time Role

The Customer Success Engineer role is primarily focused on interrogating customer and employee conversation data to help deliver meaningful and actionable insights to customers. The role can range from creating and enhancing word and phrase libraries and rules for different customer use cases in a variety of different industries to contributing towards building dashboards to display the enriched data outputs in business intelligence tools like PowerBI and Tableau. Our organisation is cloud-first and as such we have a distributed workforce; however, we work together closely and regularly meet via Teams to ensure our mutual success.

Additionally, the Customer Success Engineer will liaise directly with our clients and partners running demonstrations, support the America's VP Sales, and understand customer pain points and drivers to ensure our solution aligns with the clients’ problem statements.

There is additional scope for the role to grow as we expand our global team, and it is expected the role will become our global customer success engineer lead overseeing a small team of customer engineers as we expand our customer support functions.

Opportunity

Call Journey has a passion to drive and to provide an exceptional customer experience for our customers. Your crew will include Customer Success Directors, Customer Engineers, support & on-boarding specialists and developers. We want our customers to succeed and we do what’s in our power to enable that.

Take your contact centre QA or WFM knowledge to the next level in your career by joining a very fast growing, advanced speech analytics business.

As Customer Success Engineer, you’ll support the success of Call Journey customers by ensuring our software is delivering to and built to the customers needs.

You are a call quality guru - understanding contact centre conversations is key as is a good knowledge of data. You also know how to consult - understanding our customer needs and designing the elements of our solution to fit are also key.

We have a flexible working environment as long as you are working/residing in Pacific time - so location is not a concern for us. Work from home will be the norm as well as travel flexibility if that's of interest.

Your Experience & Skills

PA strong background in contact centres is critical, knowledge of QA is very important, and a solid understanding of data analysis would beneficial. The candidate should also have a strong command of the English language and be able to think laterally. A level of consultancy type experience would also be favourable as there is an element of understanding the client’s needs in conjunction with the VP sales and Customer Success teams.

We take security, privacy, and ethical use of data extremely seriously on behalf of our clients and the successful candidate will have exposure to the data, compliance and regulatory obligations found in large enterprises, and should be aware of and willing to follow the cyber security requirements and policy frameworks found in such settings.

Benefits

New staff joining our team can expect varied responsibilities and a fast-moving environment. We strive to balance being nimble—so as to move fast— with disciplined execution to ensure we are achieving the best results for our clients. We work hard not to silo people, so as your skills grow you can easily move between the teams working on customer success, AI research, and cyber security.

Work from home will be the norm as well as travel flexibility if that's of interest.

The successful candidate will not only get exposure to the latest AI technologies, but will work with a close-knit global team that delivers real value to its customer base. The candidate will have exposure to a broad range of organisations’ data and will gain an astute understanding of their business operations learning how a wide range of small to medium to enterprise businesses operate and engage with their customers.

About Us

Call Journey is a fast-growing tech disruptor providing SaaS and Premise conversation analytics solutions to public and private sector companies. Our two core products are Voice AI, an AI-powered conversation analytics ecosystem, and Worklife Hero, a new AI-powered employee experience and engagement tool.

We have well-established partnerships with global giants such as Microsoft, Genesys, and SAS, have enjoyed 7X growth in the last 2-3 CY's, and have an incredible additional product and revenue stream opportunity about to be released this coming quarter with Microsoft. With a Series A capital raise underway, there's an opportunity for you to position yourself early in a growing SaaS business with aspirations of Unicorn Status.

Our culture is friendly, inclusive, equitable, and customer-obsessed. We have high employee engagement and rate very highly in EPS. We are a family of high caliber professionals with lazer-sharp focus on innovation, product leadership, customer success, and accelerated growth

Call Journey has recently been recognized as one of the 5 Best Contact Center Technology Solution Providers (Enterprise World), the Top 5 Best HR Tech to watch (Silicon Review), and boasts one of the Top 10 Most Influential CEO’s currently rising to the top (Industry Wired).