Connexure is hiring a Customer Success Solutions Analyst to be a key member of our Solutions Team. In this role, you will go beyond traditional support, diving deep into our platform to investigate complex product behaviors, analyze data to identify trends and root causes, and collaborate cross-functionally to drive resolution and innovation. Our culture is centered on a customer-centric approach to driving value and creating network effects through stakeholder interoperability.
What You'll Do
- Investigate complex customer issues by analyzing support data, recreating product behaviors, and testing end-to-end workflows to identify root causes and recommend effective solutions.
- Monitor and interpret key support and product performance metrics to drive continuous improvement across support operations.
- Own and evolve the product documentation library by creating, maintaining, and continuously improving clear, accurate, and accessible documentation.
- Develop and maintain custom reports and dashboards in HubSpot and/or other platforms to track solution effectiveness, case trends, and customer engagement.
- Collaborate with Engineering, QA, and Product teams to provide detailed issue analyses, reproduce bugs, and prioritize fixes based on customer impact.
- Partner with Account Managers and VP of Product to surface product usage insights, identify risk signals, and support Business Reviews with data-backed recommendations.
- Contribute to the optimization of ticketing workflows and communication templates, working closely with Training and Quality teams.
- Recommend and implement process improvements and automation opportunities to increase efficiency and improve time to resolution.
- Support strategic initiatives focused on elevating the customer journey, enhancing product usability, and strengthening customer retention.
What We're Looking For
- Proven experience in a customer success, solutions, or technical support analyst role, investigating complex technical issues.
- Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and determine root causes.
- Experience creating and maintaining technical documentation, knowledge base articles, and client-facing resources.
- Excellent collaboration and communication skills, with a track record of working effectively across Engineering, Product, and Customer Success teams.
- A customer-centric mindset focused on delivering value and improving the customer experience.
Technical Stack
- HubSpot
- PowerBI
Team & Environment
You will be a key member of the Solutions Team, reporting to the Manager, Customer Solutions.
Work Mode
This role is based in our Atlanta, GA office.
