The Product Success Analyst (PSA) is responsible for ensuring that customers/internal teams realise ongoing value from the company's products and in-house-developed tools.
This role owns the relationship post-onboarding - driving adoption, coordinating rollouts of new internal automation tools, resolving issues, and identifying opportunities to improve efficiency and satisfaction for the accounts and teams they support.
Key Responsibilities:
Coordinates the end-to-end rollout of new in-house-developed tools to receiving teams, including scheduling, pilot testing, training, and adoption tracking.
Defines and tracks success metrics (e.g., cycle time, quality, and efficiency) for new tools and processes in partnership with process owners.
Builds and maintains strong relationships with assigned customers or internal stakeholder teams, acting as their primary point of contact.
Monitors customer/team health and proactively identifies risks to satisfaction, adoption, or retention.
Runs regular check-ins and business reviews to gather feedback, share updates, and surface opportunities for improvement.
Maintains issue-tracking logs for open items raised during rollouts or ongoing use, and drives them to resolution with the relevant teams.
Collaborates with product, development, and support teams to relay customer/team feedback and influence the roadmap.
Prepares and delivers training materials, user guides, and communications to support the adoption of new tools or processes.
Tracks and reports on customer/team satisfaction, adoption rates, and other success metrics to leadership.
Manages the company's AI tools and applications used across the office — including access/licensing, usage guidelines, troubleshooting, and evaluating new AI tools for adoption.
Required:
Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience, with a minimum of 5 Years of experience in BPO/staffing
Six Sigma/Lean Black Belt would be preferred
Demonstrated experience coordinating cross-functional projects or rollouts involving multiple stakeholders.
Strong verbal and written communication skills, with the ability to explain processes or tools clearly to non-technical audiences.
Proficiency with spreadsheets (e.g., Excel/Google Sheets) for tracking issues, metrics, and project status.
Have strong Analytical Ability
Hands-on experience with Gen AI, LLMs, Agentic AI workflows, AI Automation, SaaS design concepts, Claude Cowork.
Preferred:
Experience working with process automation initiatives.
Familiarity with pilot testing processes and basic project management practices.
Prior experience in a technology or operations-heavy business environment.
Skills & Competencies:
Relationship management and stakeholder communication.
Project coordination and organizational skills.
Problem-solving and issue triage.
Data tracking and reporting.
Adaptability across cross-functional teams (Product, Development, Support, Operations).
Working knowledge of AI tools/applications and their practical use in daily workflows.
