Customer Success Analyst

Job Description

The Customer Success Analyst plays a critical supporting role within the Customer Success function, providing data-driven insights, performance reporting, and operational support to enable the Area Head of Customer Success to execute regional strategies. This role is integral to maintaining pipeline health visibility, tracking key metrics, and ensuring that Sales Team is equipped with the intelligence needed to drive customer value and satisfaction.

Key Responsibilities

1. Performance Analytics & Reporting

• Develop and maintain dashboards tracking key success metrics including Account Management & SIP, pipeline health, training completion and impact, account plan quality and completion, and sales execution consistency.
• Prepare weekly and monthly performance reports for the Area Head of Customer Success and Area Sales Leadership Team.
• Monitor sales tool adoption rates and flag gaps or inconsistencies for remediation.

2. Sales Coverage & Execution Support

• Support the Sales Coverage Process by tracking coverage plan execution and adherence across the area.
• Maintain and update SFDC records, ensuring data integrity and hygiene across the area in line with regional and global standards.
• Assist in the administration of SIP (Sales Incentive Plans) and flag discrepancies for review.
• Support CSB reporting processes as required.

3. Operational & Process Support

• Coordinate and support ad hoc pilots, system roll-outs, and gembas as directed by the Area Head of Customer Success.
• Assist in maintaining local data hygiene to ensure compliance with regional and global standards.

Qualifications & Experience

Education

• Bachelor's degree in Business Administration, Economics, Data Analytics, or a related field.

Experience

• 5+ years of experience in a sales operations, customer success, business analysis, or reporting role.
• Experience working with CRM systems, particularly Salesforce (SFDC).
• Exposure to sales processes, coverage models, or customer success frameworks is preferred.

Technical Skills

• Proficiency in Microsoft Excel, PowerPoint, and data visualization tools (e.g., Power BI).
• Ability to extract, manipulate, and interpret large datasets to generate meaningful business insights.
• Familiarity with SFDC reporting modules and data hygiene best practices.

Critical Competencies

Core Competencies

• Analytical mindset with attention to detail
• Strong Sales Process understanding
• Data storytelling and visualization
• SFDC and CRM proficiency
• Sales Coverage & Execution knowledge
• Cross-functional collaboration
  

Behavioral Competencies

• Proactivity – suggests solutions and process improvements
• Stakeholder management skills
• Team player across functions and geographies
• Problem-solving mindset
• Ability to influence without formal authority
• Strong communication skills

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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