Customer Support Analyst

Role Title: Customer Support Analyst

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

About the Role:

The Customer Support Manager provides exceptional postimplementation customer support, serving as a primary point of contact for clients and ensuring their satisfaction with our Travel and Hospitality products. This role focuses on addressing customer inquiries, resolving product-related issues, and delivering how-to knowledge to foster customer relationships. The Customer Support Manager I plays a vital role in driving product adoption, satisfaction, and long-term retention through high-quality service. The CS Manager I responsible primarily for Customer Support is a key driver of customer confidence, engagement, and satisfaction for our customers ongoing.

Accountabilities:

• Consistently delivers timely and high-quality responses to customer inquiries and concerns, with support from leadership as required
• Coordinate cross-functionally with teams like Science and Product to troubleshout and resolve customer-reported product issues and communicate updates and solutions clearly to customers
• Provides ongoing product support and helps ensure smooth customer experiences
• Collaborate with the Customer Success Operations Manager to meet customer needs and support ongoing retention goals

Responsibilities:

• Serve as the day-to-day support contact for assigned customers, managing communication and providing timely, empathetic responses to any questions or concerns
• Troubleshoot, escalate, and Triage customer issues, collaborating with
• Product, Science, and Customer Success Ops to drive resolution
• Participate in recurring support check-ins with customers to reinforce engagement and ensure continued satisfaction
• Monitor and act on customer support KPIs, surfacing trends or potential risks to leadership
• Capture customer feedback and help prioritize enhancements or fixes based on support trends
• Contribute to internal documentation and workflows to enhance support processes and improve efficiency
• Maintain a clear and thorough understanding of product functionality to deliver effective, proactive guidance
• Assist with data analysis and troubleshooting, providing actionable insights where applicable
• Identify and share opportunities to enhance the customer experience or introduce new product features where appropriate
• Build relationships with internal teams and customer peers
• Actively participates in customer touchpoints as agreed with CS Operations Manager
• Serves as customer advovate, instilling customer confidence and satisfaction
• Collaborates with cross-functional peers to understand and solve customer problems and evaluate product design from a customer-facing perspective
• Contributes ideas to improve products, customer satisfaction, and internal processes
• Leverages customer relationships to recognize and report upsell opportunities
• This role may also include assistance to other Customer Success team members including onboarding and training

Success in the Role:

• A successful CS Manager I accepts feedback and areas of development in a constructive manner and adapts behavior as needed. They do not become defensive and combative when presented with feedback.
• A successful CS Manager I responds quickly and appropriately to customer needs. They do not let inquiries go unacknowledged.
• A successful CS Manager I reacts calmly and constructively when faced with difficult situations and/or relationships. They do not lose focus when dealing with tight deadlines, shifting priorities, or simultaneous demands.
• A successful CS Manager I brings a positive perspective in times of conflict to ensure the success of the customer. They do not get bogged down in negative thinking or speaking.
• A successful CS Manager I contributes to an atmosphere of openness and candor within the Team. They do not gossip about or disrespect the thoughts and opinions of others.
• A successful CS Manager I reinforces difficult decisions that align with organizational strategies and values. They do not openly respond negatively or undermine organizational decisions.
• A successful CS Manager I maintains a high level of technical knowledge, business acumen, and strategic horsepower. They do not allow their personal development or level of effort to become stagnant or decline.
• A successful CS Manager I completes administrative activities and drives project actions to successful delivery in a consistent and timely manner. They do not allow timelines to be missed or accept poor quality work from oneself or others.

Requirements:

• Bachelor's degree with strong academic credentials (Engineering, Economics or Business preferred)
• 2-4 years of customer facing experience in technology, product management, or consulting
• Excellent written and verbal communications skills, including proficiency in MS PowerPoint
• Creative analytical capabilities and problem-solving skills, leveraging data analysis tools (proficiency in Excel a must, SQL, or BI tool experience a plus)
• Ability to proactively manage multiple commitments and tasks across multiple customers
• Intellectual curiosity and eagerness to apply rigorous analytics to business problems