Overview As a Customer Success Product Support Senior Analyst, you will play a pivotal role in ensuring our customers derive maximum value from our products. You will collaborate closely with cross-functional teams, including Product Teams, Development Teams, DevOps, and Product Leadership to analyze product support data, provide insights, and develop strategies to enhance the overall customer experience. Your expertise will contribute to , product improvement, and the continued success of our organization. Recruiting for this role ends on xxx. The Team At Deloitte Technology - US (DT-US), we are at the forefront of innovation, driving transformative solutions that shape the future. The assets and accelerators we build power our marketplace-leading solutions. Our team is passionate, dynamic, and dedicated to pushing boundaries. We are looking for a Product Owner who embodies this spirit and will bring a creative mindset that challenges and often shatters the status-quo. + Innovation-First Environment: Be part of a team that thrives on creativity and innovation. + Impactful Work: Contribute to products that make a real difference. Work You'll Do: Product Analysis + Conduct in-depth analysis of product support metrics to identify trends and opportunities for long-term improvement and short-term resolution. + Collaborate with product teams and ownership to provide actionable insights for product enhancements and new feature development. Customer Engagement and Data-driven Decision Making + Work closely with Customer Success management and leadership to understand customer needs and challenges. + Analyze product support data (tickets) and draft solutions that increase customer satisfaction. + Create and maintain reports and dashboards to monitor key customer success metrics. + Work closely with first-level support resources to resolve complex product issues. Cross-functional Collaboration + Foster strong communication and collaboration with Product Teams, Development Teams, DevOps, and Product Leadership to align customer success initiatives with overall business goals. + Act as a bridge between technical and non-technical teams, ensuring a comprehensive understanding of customer requirements. Customer Training and Documentation + Develop training materials and knowledge documentation to support customer success initiatives. + Collaborate with the training team to ensure first-level support staff are as efficient as possible. Qualifications: + Bachelor's degree in business, computer science, analytics, or a related field. + 3-5 of experience in a similar role, with a focus on customer success and product analysis, or equivalent experience. Preferred Skills & Experience + Strong analytical and problem-solving skills, with proficiency in data analysis tools and methodologies. + Excellent communication and interpersonal skills, with the ability to convey complex ideas to both technical and non-technical audiences. + Proven experience in developing and implementing customer success strategies. + Demonstrated ability to thrive in a fast-paced, collaborative environment, and to manage a changing workload on a regular basis. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $94,300 to $157,200. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html #EA_ExpHire #EA_ITS_ExpHire All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.