Customer Success Analyst

Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.   

Who Are We?  

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.   

We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.  

Learn more about our people brand by watching our culture videos:   

• https://www.youtube.com/watch?v=4JkUpUigUdM&t=1s  

• https://www.youtube.com/watch?v=iVk3_vVyrW0 

Job Opportunity at 1Nebula:  

The Customer Success Analyst analyzes data, identifies trends, provides reporting and optimizes efficiency. Bridges the gap between customer service and operational improvement. Identifying recurring issues and providing insights that contribute to better customer experience. The Customer Success Analyst also collaborates with teams to refine workflows, automate processes and improve the overall customer experience. 

What You will do within this role (Your key responsibilities): 

Process and Operations: 

• Identify inefficiencies in the support workflow & recommend improvements 

• Assists in developing automation solutions 

• Works with the Customer Success team to streamline client responses and improve service levels 

• Improve internal workflows to increase efficiency 

• Work closely with internal teams to ensure smooth handovers from new customers to onboarding 

• Supports internal teams by improving workflows, handling client queries, customer escalations and ensuring smooth internal operations within Customer Success 

• Partner with CS, product and other teams to improve overall customer experience 

Training: 

• Align with internal teams (marketing, CS, etc.) on customer communication plans and training content 

• Creates training materials, delivering workshops and maintaining an up-to-date knowledge base 

• Assist in training support 

• Help identify opportunities for training and development 

• Ensures internal team members are equipped with the necessary skills, knowledge and best practices to enhance the customer interactions 

Reporting and Analysis: 

• Generate reports and dashboards to provide visibility on customer health for internal teams 

• Create customer dashboards and reports 

• Analyse customer engagement, product usage, and account activities to assess customer health 

• Provide customers with clear, accurate, timely, data-driven and actionable reports on the customer’s telecoms environment, helping them optimize costs, usage and overall efficiency 

• Identify early signs of potential churn or dissatisfaction and flag accounts for intervention 

• Analyse usage data to identify opportunities for increased adoption of product features 

More about You (Our requirements for the role): 

Although we believe in the potential of others more than anything else there are some minimum requirements we would look for so consider these before sending us your application 

• Relevant degree or Diploma 

• 3+ years in data analytics, business intelligence, or SaaS customer success strategy 

• Knowledge of SQL, Python, R (if required), and data visualization tools 

• Knowledge of AI/ML for predictive analytics (preferred) 

• Proven ability to develop scalable reporting infrastructure for large datasets 

• Strong storytelling ability to translate data into actionable insights 

Our Amazing Perks! 

• Enjoy 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables. That’s 4 extra leave days annually! 

• High spec laptops and equipment for you to comfortably work remotely. 
• A once off at home office allowance to set up your home office. 
• Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too. 

• Grow your skills and learn something new with paid for Microsoft courses and certifications.  

• Take up a hobby and unlock a training allowance every 2 years to do something non-work related. 

• Give back by participating in our Culture and Social Responsibility initiatives. 

• Free Gap cover