Technical Business Analyst Job in Chennai at Mitsogo

Mitsogo is hiring for the role of Technical Business Analyst!

Responsibilities of the Candidate:

• Proactive calling customers and understanding their pain points 
• Act as a strategic partner between CSMs and Product Support Engineers. 
• Take full ownership of assigned customers, ensuring their continued success and satisfaction. 
• Have an in-depth understanding of each customer’s environment, business use case, and pain points. 
• Maintain the Customer Environment Intelligence Document (CEID) for a readily available reference on customer business use cases, technical architecture, special requests, and recurring issues. 
• Act as a customer advocate, ensuring their needs are heard by development, QA, and product teams. 
• Identify early warning signs of potential churn by analyzing various inputs from tools, internal teams, and self-driven research. 
• Call and engage with customers proactively to mitigate potential issues before they escalate. 
• Collaborate with CSMs, Support, and Sales teams to develop strategies for improving customer retention. 
• Conduct high-level troubleshooting to assess whether an issue requires deeper investigation by the support team. 
• Generate and provide reports to management, offering insights into: 
• Customers at risk of churn and strategies to retain them. 
• Customers requiring additional hand-holding or proactive engagement. 
• Opportunities for upselling paid services to enhance customer experience. 
• Utilize data analytics and customer feedback to drive continuous improvements in customer success strategies. 

Requirements:

• Strong analytical skills to assess customer health and provide actionable insights. 
• Excellent communication and relationship-building skills to engage with customers effectively. 
• Ability to work cross-functionally with Customer Success, Support, Sales, and Product teams. 
• Experience in customer success, technical account management, or a similar role. 
• A proactive and strategic mindset focused on long-term customer retention.