Customer Insight Analyst

Organisation
Hertzian Ltd
Reference
VAC-5219
Sector
Business & Management, IT & Information Services
Location
Remote - UK, Europe or North America Time zone
Salary Details
£25,000 - £35,000 depending on skills
Hours of work
Full time
Job Type
Permanent
Closing Date
31/07/2021
We are looking for a passionate and friendly individual to provide high-quality support and assistance to our Player XP clients.

Job Description

Through this role, you will have a close working relationship with companies across the games industry, helping them improve their games and build healthy communities. The ideal person for this role will excel at solving problems, will be an excellent communicator and will have a great eye for detail.

The main function of this role will be to support new and existing Player XP customers, helping them to become familiar with the product and improve their processes through the integration of Player XP. This will be done through direct one on one communication, hosting workshops, producing video and online helpdesk content & creating reports based on data from their dashboard.

Responsibilities Include:

  • Build relationships with clients to be able to identify gaps in their workflow where Player XP can benefit them.
  • Maintain relationships, sharing updates and answering queries with Player XP clients.
  • Create and execute onboarding plans for new Player XP customers.
  • Become an expert in using Player XP.
  • Manage a book of business, ensure renewals and eliminate churn.
  • Be a customer advocate; sharing key feedback with product and development teams.
  • Create material that helps the adoption of Player XP including helpdesk material, tutorials, guides and client-specific reports.

Qualifications & Experience Required:

Essential:

  • Passion and enthusiasm for solving problems and helping people navigate challenges.
  • A strong eye for detail and the ability to learn new products easily.
  • The ability to breakdown complex solutions and concepts in writing and voice.

Nice to have:

  • Experience working in a customer-facing role, preferably in a digital environment.
  • Background in or an understanding of the working of the games industry.
  • Experience working within a SaaS-based company.

Company Description

Founded in 2015, we are an AI and product company that focuses on the analysis of free-text across a wide range of customer channels. Based in Cornwall, England, we create platforms using the latest Machine Learning technology and Cloud infrastructure that provides never seen before customer insights for organisations around the world.

‍Started as part of Falmouth Universities Launchpad programme, we were born after the founding team saw a clear need for organisations to be able to capture and understand the vast amounts of data being posted online daily about their products and services.

Since 2015, the team has grown but we remain dedicated to ensuring our clients have the best experience and receive real value from our analysis.

With an experienced, tight-knit team, our sole-focus on analysing customer feedback has seen us become a well-known service inside the games industry and an emerging service to organisations elsewhere. With a global community of clients, our products and services are helping transform the way businesses view their customers.

Other Application Details

To make an application please click Register and Apply or Log in and Apply,  where you will be redirected to an external website to send your CV and covering letter. 

Please note this position will be open until filled. 

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