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Hundreds of global brands trust eGain to automate customer engagement and empower employees in a digital-first world. Powered by knowledge and AI, our solution is top-rated by Gartner and Forrester.

We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If work is fun for you, talk to us. We will not waste your time.


POSITION:  CUSTOMER SUCCESS ANALYST

Location: Sunnyvale, CA

Experience: 2 to 3 Years

Job Summary

As an eGain Customer Success Analyst (CSA), you will retain and grow customer accounts, promote adoption, and ensure high customer satisfaction. This hands-on role requires you to understand customer’s business needs and goals, and act as a “trusted advisor,” working strategically with operational and executive teams. You should be proactive and self-motivated, have excellent communication and negotiation skills, attention to detail, and strong business acumen.

Duties/Responsibilities

  • Focus on customer satisfaction, monitor usage and engagement with eGain’s solutions, identifying opportunities for increased adoption, and advocacy to ensure retention and promote growth.
  • Offer precise, proactive, and detail-oriented insights into account statuses.
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities
  • Provide regular reports and analysis on customer health and success metrics, identifying trends and areas for improvement.
  • Develop innovative solutions to meet customer needs and enhance customer engagement.
  • Collaborate closely with diverse, cross-functional teams throughout the customer lifecycle.

Education and Experience

  • Bachelor’s degree (preferred) with 2+ years in customer-facing roles in tech and consulting.
  • Excellent negotiation and customer service skills.
  • Strategic and tactical communication with senior executives and operational teams.
  • Strong customer empathy and passion for driving revenue and growth.
  • Willing to travel up to 10%.

Our Hiring Process is “Easy with eGain”

Step 1: Written test (should take roughly 120 minutes of your time)

  • Aptitude section
  • Functional section

We will let you know within 2 business days of taking the test if you have progressed to the interview stage. The interview will be scheduled no later than 7 calendar days after the test.

Step 2: Panel interview (max 60 minutes)

Next Step

Email your resumé to [email protected] with the position title “Customer Success Analyst” in the email subject.

Compensation

  • The base salary range is $80,000 to $160,000. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
  • Performance-based bonuses tied to individual and company performance.
  • Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
  • Restricted stock or stock option grants, subject to company policies and performance.

Please note that the compensation package can vary based on the candidate’s qualifications and experience level.

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