Overview
As a Customer Assurance Program Analyst , you will be responsible for playing a role i n improving transparenc y, coordination, and customer confidence for escalated accounts participating in the Customer Assurance Program. The analyst g ather s and synthesizes data on service requests, defects, and operational patterns; produces insights and reports use d in c ustomer updates and executive briefings; and supports program operations to ensure consistent engagement and com munication . This role contributes directly to improving customer experience and reducing escalations by identifying systemic trends and supporting timely remediation.
Responsibilities
PRIMARY RESPONSIBILITIES
- Consolidate and maintain tra cking of CAP issues for the CAP accounts.
- Identify trends, recurring themes, and systemic root causes across customer-reported issues.
- Provide insights that guide remediation priorities, customer -impact assessments, and cross functional action plans.
- Maintain week-over-week customer sentiment data and changes in issue inventory.
- Coordinate with Support, Engineering, Customer Success, O perating Command, and Product Teams to gather updates, validate status, and track progress on open items.
- Ensure all stakeholder updates are accurate , consistent, recorded, and communicated.
- Prepare weekly customer updates , ensuring clarity, accuracy, and consistency.
- Identify process, product, or QA gaps based on recurring customer reported defects.
- Maintain documentation such as runbooks, program guides, and knowledge references that improve CAP workflows.
- Support long term improvement initiatives that enhance product stability and customer satisfaction.
Q UALIFICATIONS
Required:
- Min 2-4 Years of Experience in data analysis, customer operations, technical support, or a similar analytical role.
- Strong analytical capabilities with experience using Excel, BI tools, or dashboarding systems.
- Ability to synthesize complex technical information and present it clearly to internal and customer audiences.
- Experience supporting escalated accounts or high priority customer initiatives.
- Experience collaborating with cross functional teams in a SaaS or technical environment.
- Strong written and verbal communication skills .
Qualifications
KNOWLEDGE/SKILLS/ABILITIES
Required:
- Understanding of SaaS operations and s upport workflows .
- Strong analytical and problem solving skills.
- Excellent communication and documentation abilities.
- Ability to interpret data patterns and convert them into actionable insights.
- High attention to detail with accuracy in reporting.
- Ability to multitask and manage evolving priorities for high urgency issues.
- Ability to work collaboratively across technical and customer-facing teams.
- Ability to handle sensitive customer situations with professionalism and clarity.
- Ability to maintain structured processes and ensure consistent follow through .
Ph ysical Demands and Working Conditions
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and e xpress or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.
