Customer Success Business Analyst

The ECA International Group; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading group focused on simplifying international mobility seeks a Customer Success Business Analyst to enhance product deployments. The role demands collaboration with customers, technical onboarding expertise, and thorough understanding of low-code SaaS platforms. Ideal candidates will hybrid work in London, providing tailored solutions to drive customer satisfaction. This position offers a vibrant culture alongside comprehensive benefits such as enhanced leave and personal development support.

Benefits

Enhanced Stakeholder Pension Contribution

25 days annual leave

Health, Life Insurance + EAP Wellbeing Support

Eligible for Annual Bonus Scheme

Long Service Awards

ClassPass Membership

Enhanced Family Leave

Up to £1,000 per year for personal development & training

Season Ticket Loan

Flexible/hybrid Work Environment

Cycle to Work Scheme

Free Eye Test

Qualifications

• 2-4 years of experience in SaaS product implementation or customer success.
• Knowledge of low-code environments and workflow automation desirable.
• Strong understanding of API frameworks required.

Responsibilities

• Collaborate with customers to gather and document requirements for the ECA Expert platform.
• Analyse and configure platform workflows to enhance customer satisfaction.
• Drive process improvements to streamline implementations and customer outcomes.

Skills

Analytical Skills

Problem-Solving

Communication

Stakeholder Management

Data Analytics

Project Management

Education

Bachelor's degree in Business Administration, Data Analytics, or related field

Tools

Click Up

Jira

Confluence

Job description

About Us

As a leading group of companies, the ECA International Group stands as a global frontrunner in simplifying international mobility. Our collective vision is to make a positive impact by delivering exceptional products and services to our prestigious list of large enterprise clients.

Our global presence across the UK, EU, Hong Kong, Australia, and the US offers our team a world of opportunities, and our commitment to innovation ensures that you will be at the leading edge of your field.

We love to invest in our people's success and development pathways, creating a diverse and inclusive community where your unique talents shine. Your work here has a global impact, and we prioritise work-life balance, offering flexibility to enable you to perform your best. Join us to experience a rewarding career where your potential is celebrated, and your journey to excellence begins.

About the Role

We are seeking a Customer Success Business Analyst with a focus on SaaS product configuration and implementation to join our dynamic Customer Success team and support the deployment of our new platform, ECA Expert, as well as support our legacy platforms and migration in the medium term.

In this role, you will collaborate closely with customers and internal teams to analyse customer requirements and determine how best to configure ECA Expert, to ensure successful deployment of the platform, resolve customer pain points and add significant value. You will have an in-depth knowledge of configuring low-code SaaS platforms, including configuring workflows (how they operate and how to build them), form template automation, email template creation, troubleshooting and user acceptance testing (UAT). You will also have existing knowledge of APIs or SQL (bonus points for knowledge of both). You will support initiatives to ensure smooth configuration, deployments, identify areas for improvement and drive measurable outcomes that enhance customer satisfaction and product adoption.

Requirements

Key Responsibilities

Implementation Analysis & Optimisation:

• Partner with customers and implementation teams to gather and document customer requirements and align them with product capabilities.
• Analyse customer requirements to determine how best to configure the ECA Expert platform to meet these requirements and add significant value to customers' ways of working.
• Create and maintain implementation metrics, tracking milestones such as time-to-value, configuration efficiency, and customer readiness.
• Create workflows, automate testing and data collection.
• Be comfortable working in low-code environments.
• Existing knowledge of SQL.

Data-Driven Insights:

• Leverage data to evaluate the effectiveness of onboarding and implementation strategies, identifying opportunities for improvement.
• Monitor customer engagement during the implementation phase, ensuring proactive intervention for at-risk accounts. Be able to think 5 steps ahead and any downstream impacts.
• Develop predictive models to assess customer readiness and forecast post-implementation success.

Process Improvement:

• Work with internal teams to refine onboarding and implementation workflows, driving scalability and efficiency.
• Experience documenting processes.
• Identify gaps in the implementation lifecycle and propose solutions to improve customer outcomes.
• Always strive for streamlined configuration of the ECA Expert platform, seeking to automate customer processes and providing an exceptional user experience.

Customer Collaboration & Advocacy:

• Act as a liaison between internal teams, translating customer needs into actionable insights.
• Gather feedback during the implementation process to influence product enhancements and service offerings.
• Work with CS Managers to support transitioning customers from Sales to Customer Success ensuring a seamless handoff. Prepare customers for transition out of implementation phase in to our ongoing support model.

Stakeholder Engagement:

• Collaborate with product, sales, and engineering teams to align on implementation requirements that match with customer goals and that are scalable.
• Contribute to the development of best practices, playbooks, and templates for future implementations.
• Provide training and documentation to customers and team members on platform configuration, implementation-related tools and processes.

The Ideal Candidate:

Education & Experience:

• Bachelor's degree in Business Administration, Data Analytics, Software, Project Management, or a related field.
• 2-4 years of experience in SaaS product implementation, business analysis, or a customer success role with a focus on technical onboarding.
• Knowledge of low-code environments and workflow automation.
• Experience with SQL.
• Strong understanding of API framework.

Skills & Competencies:

• Must have an excellent working knowledge of SaaS platforms and business models
• Proficiency in implementation project management tools such as Click Up, Jira and Confluence. Proficient in data analytics and reporting.
• Working knowledge of BPMN, workflows, automation. Comfortable working with API documentation and testing.
• Experience with SQL.
• Strong understanding of customer success and SaaS implementation metrics (e.g., time-to-value, up-sell/cross-sell and retention). Ability to think from the end-user perspective.
• Strong analytical and problem-solving skills with the ability to turn data into actionable recommendations.
• Excellent communication, stakeholder management, and documentation skills.

Benefits

What's in it for you

• Enhanced Stakeholder Pension Contribution
• 25 days annual leave
• Health, Life Insurance + EAP Wellbeing Support
• Eligible for Annual Bonus Scheme
• Long Service Awards
• ClassPass Membership
• Enhanced Family Leave
• Up to £1,000 per year for personal development & training
• Season Ticket Loan
• Flexible/hybrid Work Environment
• Cycle to Work Scheme
• Free Eye Test

Our Team and Culture

We are a super friendly team that thrives on collaboration and supporting each other. We cultivate an environment where everyone feels valued and empowered to contribute their best work, helping us to realise our ambitious growth goals and mission.

Our hybrid working structure includes spending around two days a week at our Head Office in Holborn, London, in a great space filled with creative, colourful. Not to mention, being in the hub of the West End, we're surrounded by many cafes and restaurants and are just a hop, skip, and a jump from the tube.