Customer Success Analyst

MagicOrange South Africa

About MagicOrange

MagicOrange is a globally recognized leader in the IT Financial Management Software market, as acknowledged by Gartner. With customers and a strong presence on four continents, we are a Software as a Service (SaaS) provider in a high growth phase. Our mission is to empower individuals and organizations, making them more valuable through our innovative software solutions. 

Location - Sandton, Gauteng

Job Summary:

As a Customer Success Analyst, you will work directly with customers by providing value through various engagement strategies with your distinct analytical and strategic perspectives and abilities. Together, as part of our Strategic Customer Success team, you will communicate and bring to life, the overall value proposition of our products and services to buyers to support key outcomes that are critical to their organization.

Key Responsibilities:

• Support Data-Driven Decision Making: Assist in analyzing customer usage data and feedback to identify key trends and risk indicators. Help surface actionable insights that support customer retention strategies.


• Customer Interaction and Engagement Support: Help coordinate and participate in customer check-ins, onboarding activities and training sessions. Support Account Management and Strategic Customer Success in preparing materials for business reviews and customer communications.


• Cross-Functional Collaboration: Work with internal teams (sales, product and marketing) to relay feedback and assist with the implementation of solutions that improve customer experience


• Feedback and Survey Management: Administer customer satisfaction surveys (e.g. NPS, CSAT) and consolidate findings to support continuous improvement


• Renewal Process Assistance: Monitor customer contract timelines and support the renewal process by helping prepare renewal documentation and customer communications


• Customer Advocacy and issue tracking: Assist in following up on customer issues, requests, helping ensure timely responses and resolutions


• Metrics and Reporting: Contribute to the preparation of performance reports using tools like Excel, Power BI, track key indicators such as NPS, Usage trends under guidance


• Continuous Improvement: Continuously seek ways to improve customer success processes and implement best practices to enhance the customer experience.

Education Background

• Matric,


• A relevant bachelor’s degree or equivalent in Business, Finance, Data Analytics or a related field or equivalent work experience.
  
  

Previous Experience

• Minimum 1 - 2 years proven experience in customer retention or customer success in a SaaS environment.
  


• Experience in cost modeling would be beneficial but not required. 


• Experience in Power BI and Power Query would be beneficial but not required.

Skills and Requirements

• Strong analytical skills and ability to derive insights from data. 


• Exceptional communication and interpersonal skills. 


• Strategic thinking with a focus on customer satisfaction and loyalty. 


• Familiarity with CRM systems and customer success tools. HubSpot desirable. 


• Ability to work independently and manage multiple priorities in a fast-paced

What we offer

• Strong entrepreneurial spirit. The ability to make an impact and see the rewards of your efforts.


• Ongoing training on the latest technologies to aid automation for accountants.


• Be part of a high growth industry and product.


• A challenging career in an innovative company.


• Opportunity to influence, working in an open climate, close to decision makers at large blue-chip enterprise with the possibility to make a difference.


• A competitive remuneration package, with flexible pension options.

Join us at MagicOrange and help shape the future of IT Financial Management and FinOps Software by ensuring our customers achieve the highest levels of satisfaction and success.

MagicOrange is an equal opportunity employer, committed to promoting diversity and inclusion in the workplace. We value and appreciate the diverse contributions and perspectives of all our employees.