Technical Business Analyst

Job Description

Mitsogo is seeking a Technical Business Analyst to join their team in Chennai. In this role, the individual will act as a crucial bridge between Customer Success Managers (CSMs), Product Support Engineers, Product Development Team, Product Management Team, Implementation Team, and customers, taking full ownership of a designated set of customers. The primary goal of this role is to proactively identify risks, reduce customer churn, and drive growth through proactive calling, reporting, insights, strategic engagement, and collaboration with internal teams.Role involves:

• Proactive calling customers and understanding their pain points
• Acting as a strategic partner between CSMs and Product Support Engineers
• Taking full ownership of assigned customers, ensuring their continued success and satisfaction
• Maintaining the Customer Environment Intelligence Document (CEID)
• Acting as a customer advocate
• Identifying early warning signs of potential churn
• Collaborating with CSMs, Support, and Sales teams to develop strategies for improving customer retention
• Generating and providing reports to management
• Utilizing data analytics and customer feedback to drive continuous improvements

Requirements:

• Strong analytical skills
• Excellent communication and relationship-building skills
• 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

Role offers: