Job Description

Job Summary

This is an exciting opportunity for a motivated and analytical individual to join a dynamic Customer Success team within an innovative technology company. This role is ideal for someone looking to build foundational experience in data analysis and customer operations. As a Customer Success Analyst, you will play a crucial role in ensuring our customers receive outstanding post-sales support and value from our services.

This entry-level position focuses on two key areas: managing our product returns (RMA) process efficiently and analysing field performance and connectivity provide valuable insights. You will be a central point of contact for customer returns and the go-to person for data analysis that directly impacts customer satisfaction and operational efficiency.

We are committed to your development. Full training and mentorship will be provided to help you build a strong foundation in data analysis, customer operations, and contract management.

Key Duties and Responsibilities

The successful candidate will be responsible for a combination of operational management and data-driven

analysis

:

I. RMA (Return Material Authorisation) Management

Administer the complete RMA process, serving as the primary point of contact for customer return requests. Issue RMA

authorisations

and coordinate logistics with customers to ensure the timely return of products. Track the status of all returns, coordinating with internal Technical and Logistics teams regarding repairs and replacements. Maintain clear, consistent, and professional communication with customers concerning the status and resolution of their RMA cases.

II. Performance & Connectivity Analysis

Analyse

field data (e.g., mobile data usage) across the customer base to identify performance trends, anomalies, and opportunities for cost

optimisation

. Manage and maintain a comprehensive database of customer connectivity contracts, tracking key details like renewal dates, data allowances, and special contractual terms. Generate regular reports and dashboards for the Customer Success team, presenting key findings and recommending actions to enhance customer value and operational efficiency. Proactively assist in identifying customers approaching usage limits or those eligible for more suitable connectivity plans.

III. Team Support & Process Improvement

Provide ad-hoc data

analysis

and reporting support to the wider Customer Success team. Contribute to the continuous improvement of the RMA and connectivity management processes by identifying inefficiencies and suggesting and implementing solutions.

Required Skills and Qualifications (Essential)

Education:

A recent graduate with a degree in a numerate discipline (e.g., Business, Economics, Mathematics, Computer Science, Finance, or a related field).

Analytical Skills:

Strong analytical and problem-solving capabilities, with a proven interest in working with and interpreting data.

Technical Proficiency:

Demonstrated proficiency in using data

analysis

tools to clean,

analyse

, and

visualise

data.

Communication:

Excellent written and verbal communication skills, ensuring a clear and professional manner in all interactions.

Organisational Skills:

Highly

organised

with meticulous attention to detail and strong process adherence.

Mindset:

A proactive and enthusiastic learner who is eager to develop new skills and take on operational challenges.

Desired Skills (Beneficial )

Previous experience in any customer-facing role. Familiarity with advanced data

visualisation

tools (e.g., Power BI, Tableau). Experience working with large and complex datasets. Exposure to database query languages (e.g., SQL). A keen interest in the technology or telecommunications industry.
Job Type: Full-time

Pay: 26,000.00-32,000.00 per year

Benefits:

Company pension Free parking On-site parking
Application question(s):

Have you graduated within the last 2 years with a degree in a numerate discipline (e.g. Business, Economics, Mathematics, Computer Science, Finance, or a closely related field.
Work authorisation:

United Kingdom (required)
Location:

Alton GU34 (preferred)
Work Location: In person