Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Customer Success Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office.
You will help the team maintain a consistent and structured approach to handling investigations and incidents.
Skills
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Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment.
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Strong analytical skills such as Google Workspace and Tableau.
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Comfortable using Slack, Salesforce, Jira, and similar operational tools.
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Ability to identify patterns in data and turn insights into actionable recommendations.
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ITIL Foundation preferred.
Responsibilities:
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Support timely and consistent handling of incidents, investigations, and related case work.
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Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
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Perform root cause analysis and identify trends across incidents and recurring issues.
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Provide analytical insights that help prioritise fixes and improvements .
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Contribute to improvements that resolve issues more quickly.
Benefits
