Client in Ft. Lauderdale is looking to hire a Business Analyst / Process Improvement Analyst to their team on a permanent basis. The client is looking to hire a professional that is proficient in the following:

Summary:

The Customer Success Operations Analyst will work across Sales, Marketing, Operations, IT and Product to identify and execute growth opportunities and improve daily operations. This growth-focused role will require understanding what a best-in-class process should look like, instrumenting and measuring where we are, brainstorming and prioritizing solutions, and filling gaps. To be successful, you should be a strategic & analytical thinker, excellent at execution, a solid player and coach, and have stellar communication skills. You will be responsible for establishing a culture of continuous improvement, developing and managing process metrics, and identifying and leading key process improvement projects. The right candidate will demonstrate the ability to define and manage user request that balance user requirements, architecture and business objectives in an agile fast paced environment. The ideal candidate is a bright generalist who can rotate through various business units and wear multiple hats.

Essential Functions:

• Partner with cross functional teams including call center sales and operations (in-house and 3rd party vendors), marketing, IT and Product to identify and document inefficiencies, opportunities, and processes relative to improving the success of our customers and company.

• Develop and maintain a complete understanding of the customer journey and time to value points along the way. Ask the right questions to effectively diagnose, solve problems, and drive productivity
• Develop a deep knowledge of the call center business unit (in house and 3rd party vendors) and build positive relationship development, both horizontally and vertically;
• Discover the underlying business need to be addressed and information related to the product and project requirements, often through conversations with stakeholders or assessment of company objectives and key results;

• Plan, perform and implement customer success process improvement initiatives (i.e. Lean, or Six Sigma)

• Execute customer experience initiatives, change to completion by partnering with call center (in house and 3rd party vendor), marketing, IT and network team to ensure a healthy and well-managed initiative.
• Create opportunities for synergies across various business units to drive long term business growth & sustainability
• Gather business requirements from users and translate into functional and technical specifications
• Implement, test and manage solutions to business challenges and opportunities.
• Organize, lead and facilitate cross-functional project plans.
• Determine the appropriate course of action for new ideas: immediate resolution through existing functionality, support request for quick implementation, or as part of a larger project

• Manage expectations and communicates status of pending projects
• Travel to the Third-Party call center vendors approx. 10%
• Initiative taker, eager to break new ground, and work in a fast-paced environment