Job description for Customer Success Operations & Analytics Specialist at PT. Medeva Multi Talenta
Medeva is seeking a detail-oriented Customer Success Operations & Analytics Specialist (CSOAS) to serve as the engine driving our data-driven aftersales strategy. In this role, you will empower our Customer Success & Relationship Specialist (CSRS) team by synthesizing raw usage logs, support tickets, and qualitative feedback into actionable insights, managed workflows, and automated dashboards.
Key Responsibilities
- Health Score Management & Analytics
- Build, calculate, and maintain client Health Scores using composite metrics.
- Generate risk segmentations and actionable reports for the CSRS team.
- Sentiment & Voice of Customer Analysis
- Analyze client sentiment across written feedback, chats, surveys, and group discussions.
- Translate qualitative inputs into structured numerical scores (-2 to +2) to identify satisfaction trends.
- Operations & Communications Logs
- Directly conduct and present weekly client training sessions, manage training materials together with CSRS, and evaluate client engagement.
- Manage centralized communication logs and set up 45-day pre-renewal alerts.
- Product Feedback Loop
- Aggregate, prioritize, and track client feature requests and product improvements, acting as the operational bridge between the Market Development, Sales, and Customer Success team and Product Development.
Qualifications & Requirements
- Proven experience in Data Analytics, Customer Success Operations, Sales Operations, or Business Intelligence.
- Strong quantitative capability to integrate metrics from disparate data sources (logs, tickets, surveys).
- Demonstrated skills in process administration, program coordination, and training management (strong presentation and facilitation skills).
- Excellent cross-functional communication and backlog prioritization abilities.
- High attention to detail with strong analytical accuracy.
- Preferably and independent learner who proactively takes ownership of tasks and process.
Job Type: Work From Office (WFO)
