Customer Success Analyst

**Encode innovate and accelerate our clients market operations, by connecting people, systems and processes through our platform.**

We are looking for an orderly, focused colleague to join our team as a Customer Success Analyst.

The team you will join is responsible, targeted and very inclusive. We are looking for someone who is willing to share best practices with others and who strives to communicate and improve in every aspect of the job.

**About Encode**

Our product is a no-code marketing work management platform that our clients use to structure their workflow, reduce time to market, and improve operational efficiencies. We have 20 years of experience working with international and Nordic brands including El Corte Inglés, Matas, JYSK, Stark Group and UK agencies, including Hogarth, Jellyfish, and Tag.

**Your impact and responsibilities**

Your job will be to facilitate, plan and steer the delivery of our software projects from start to finish, stakeholder management, requirements gathering, liaising and managing relationships with internal Application Consultants and other team members.
- Organise meetings with required stakeholders with a defined agenda.
- Identify and translate business needs into functional requirements
- Create project documentation and deliverables: Minutes of meeting, functional, technical designs and workflows.
- Define the data model and its dependencies.
- Create a testing document and test the solution.
- Provides incidences/tickets business support complying with service level agreements.
- Proactively follow-up with Product any development requested.
- Supports training documentation and client onboarding.

To be successful as a Customer Success Analyst, you should use your strong working knowledge of project estimation techniques, your ability to motivate team members and being responsible and accountable for delivering on projects. We’ll help you with an extensive onboarding process to ensure that you can grow in the position.

**Who you are**

You are very skilled, analytic, and with an eye for detail. You contribute easily with new ideas, and make your views known. You should be comfortable working independently but also value collaboration and teamwork. You thrive on a high degree of freedom with responsibility. Furthermore, you are energetic, persistent and can quickly adjust priorities.

Professional, we need you to be naturally curious, pragmatic and motivated to make a difference. Encode is not hard to learn, but it’s your drive we are looking for. We believe you have a passion for the internet domain and use of technology to solve business problems.

It would be nice if you already have some experience and understanding of the retail market operations (marketing, category, sales) and their challenges and way of working.

**We expect you to have**
- A bachelor’s degree in technology or business administration.
- At least 3 years of experience in business consultancy, technical project management and it’s a plus having previous experience working within the retail or marketing sector.
- Some experience in business process management concepts and tools.
- Some experience in Agile Methodologies.
- Self-motivated individual, presentable to blue chip clients, with well-developed interpersonal and communication skills and a strong desire to succeed.
- Ability to work under pressure, think quickly, delivering to tight deadlines.
- Resourceful and creative troubleshooting skills.
- Ability to effectively communicate technical information in a clear and concise manner
- Good communication skills and proficiency in English.

**What you get at Encode**

We’re a diverse team of open, innovative and targeted people with a common mission to shake up the marketing and advertising process across multiple sectors. Encode has a flat hierarchy and a collaborative culture, where everyone has a voice. We offer development, freedom and flexibility.

**Ready to apply?**

We would like our new colleagues to start as soon as possible, so interviews will be held continuously.