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Platform Analyst

Informații de bază

Număr ref

Req_00166684

Locație principală

GT - Guatemala - Torre Pradera

Țară

Guatemala

Stil de lucru

On Site

Descriere și cerințe


Day-to-Day Responsibilities: 

  • Serve as a high-level expert of our client platform across all domains to a shared book of business with a group of Customer Success Representatives.

  • Operate both reactively and proactively to answer customer technical questions and gather impactful product feedback to drive prioritization internally 

  • Proactively drive product adoption to increase product stickiness, showcase value to the customer, and overall customer success & satisfaction 

  • Audit customer system usage/setup and make recommendations for improvement

  • Track product needs across account cohorts and provide expert guidance for optimal product utilization 

  • Represent retained revenue feature/functionality needs to internal teams as the voice of the customer 

  • Meet or exceed expectations in KPI attainment
     

Requirements: 

  • Minimum of 2 years of experience within the SaaS software industry or in a technology-driven environment 

  • Demonstrated problem-solving skills and creative thinking
    Strong communication and presentation skills 

  • Available to work on-site Monday to Friday (Pradera Z10)

Opportunities:

  • Work cross-functionally in a fast-growing SaaS environment - work alongside product, customer success, engineering, etc 

  • Drive both customer success and product adoption - both customer-facing and technical

Challenges:

  • Balancing competing priorities
    Very fast-growing product environment - things are constantly changing

  • Extensive product knowledge has to be learned very quickly in a short time

Descriere job suplimentară

Be an expert in technical support and product advocacy for SaaS users.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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