Client Success Analyst (Contract)

RethinkFirst was founded in 2007 with a mission to provide scalable, evidence-based autism treatment training tools and caregiver supports to an underserved population. In 2010, Rethink launched its first solution, a suite of special needs and behavior management offerings, to support K-12 education. Over time, we expanded our offerings to support the entire behavioral health community by adding solutions in the employer (RethinkCare), provider (RethinkBH), and payor (RethinkFutures) industries, and to drive whole child wellness and success in education (RethinkEd). 

Today, we’re proud to have almost 500 team members working to support over 2,000 customers worldwide as we work together to support our communities and help every individual reach their potential. 

Over the past fifteen years, RethinkFirst’s mission has evolved to transform the behavioral health landscape by inspiring and empowering all individuals with behavioral health challenges and those who support them. We continue to focus on the future of transforming behavioral health through data science, analytics, and enabling value-based care. With patent-pending solutions and the largest published ASD dataset, RethinkFirst can focus on improving outcomes and having a positive impact on the millions of lives it supports.
RethinkCare
RethinkCare is the first and only web-based program to provide effective & affordable clinical best practice treatment tools to support employees caring for individuals with developmental disabilities or behavioral challenges. Developed by internationally recognized behavior experts and leaders, Rethink empowers employees to understand, teach, and communicate better with their child or young adult, thus reducing stress and increasing productivity at work.

Client Success Analyst 

We are looking for a Client Success Analyst (Contract, Temporary) who will partner with and provide analytics to the CS Department to develop the short-and long-term strategies of the team. The ideal candidate will leverage their strong analytical and communication skills to provide actionable insights to the CS team and possesses a deep understanding of Customer Success/SaaS metrics, and a proven track record of success in data-driven projects.
Responsibilities:

• Support long-term planning of account strategy and coverage model for Customer Success as it best compliments the goals of the revenue organization.
• Create and maintain reporting and analytics available to Customer Success.
• Own data analysis and delivery of insights to CS team and leadership for success metrics. 
• Partner with CS team to identify needs within their unique clients, develop customer trends through data, including; Customer lifecycle stages, product adoption, NPS, renewals and retention. 
• Proactively identify other areas of the business for analysis and ad hoc reporting projects within CS. 

Required Skills:

• 7+ years’ experience in an analyst function 
• 5+ years’ experience in customer success, or operations functions preferred 
• Ability to perform advanced analysis in Microsoft Excel and Google Sheets 
• Experience with data visualization tools such as PowerBI and Tableau, and relational databases. 
• Strong understanding of SaaS business metrics 
• Own and execute your projects from start to finish
• Experience in SaaS business models 
• Excellent presentation and communications skills - a comfortable and engaging delivery style 
• Track-record of data driven projects that have made an impact on the business 
• Ability to quickly adapt based on business needs and prioritize appropriately 
• Ability to engage and drive trust with internal teams to foster collaborative partnerships 
• Ability to work effectively and manage multiple projects and tasks concurrently 
• Excellent active listening and interpersonal skills 
• Influential - ability to influence others 
• Empathetic: able to understand the needs and pressures of others and develop plans and programs to best address those needs 

Industry Knowledge:

• Proactively builds and maintains a strong knowledge of healthcare landscape, market trends, and potential threats customers face. Coordinates with internal team members to gather industry data of assigned accounts. 
• Understanding of mental wellbeing market, needs, and challenges. 

Job Details:

• This is a temporary, contract position with a duration of approximately 4 to 6 months. 

Our commitment to an inclusive workplace 

RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. 

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