Associate Customer Success Business Analyst

About Us

As a leading group of companies, the ECA International Group stands as a global frontrunner in simplifying international mobility. Our collective vision is to make a positive impact by delivering exceptional products and services to our prestigious list of large enterprise clients.

Our global presence across the UK, EU, Hong Kong, Australia, and the US offers our team a world of opportunities, and our commitment to innovation ensures that you will be at the leading edge of your field.

We love to invest in our people’s success and development pathways, creating a diverse and inclusive community where your unique talents shine. Your work here has a global impact, and we prioritise work-life balance, offering flexibility to enable you to perform your best. Join us to experience a rewarding career where your potential is celebrated, and your journey to excellence begins.

About the Role:

We are seeking an Associate Customer Success Business Analyst with a focus on SaaS product implementation to join our dynamic Customer Success team and support the deployment of our new platform, ECA Expert, as well as support our legacy platform ECA Enterprise in the medium term.  In this role, you will collaborate closely with customers and internal teams to analyse customer requirements and work with Business Analysts on how best to configure ECA Expert to ensure successful deployment of the platform to resolve customer pain points and add significant value.  You will also support initiatives to ensure smooth deployments, identify areas for improvement and drive measurable outcomes that enhance customer satisfaction and product adoption.

Key Responsibilities

Implementation Analysis & Optimisation:

• Partner with customers and implementation teams to gather and document customer requirements and align them with product capabilities.
• Analyse customer requirements to determine how best to configure the ECA Expert platform to meet these requirements and add significant value to customers’ ways of working.
• Create and maintain implementation metrics, tracking milestones such as time-to-value, configuration efficiency, and customer readiness.

Data-Driven Insights:

• Leverage data to evaluate the effectiveness of onboarding and implementation strategies, identifying opportunities for improvement.
• Monitor customer engagement during the implementation phase, ensuring proactive intervention for at-risk accounts.
• Develop predictive models to assess customer readiness and forecast post-implementation success.

Process Improvement:

• Work with internal teams to refine onboarding and implementation workflows, driving scalability and efficiency.
• Identify gaps in the implementation lifecycle and propose solutions to improve customer outcomes.
• Always strive for streamlined configuration of the ECA Expert platform, seeking to automate customer processes and providing an exceptional user experience. 

Customer Collaboration & Advocacy:

• Act as a liaison between customers and internal teams, translating customer needs into actionable insights.
• Gather feedback during the implementation process to influence product enhancements and service offerings.
• Work with CS Managers to support transitioning customers from Sales to Customer Success ensuring a seamless handoff.  Prepare customers for transition out of implementation phase in to our ongoing support model.

Stakeholder Engagement:

• Collaborate with product, sales, and engineering teams to align implementation strategies with customer goals.
• Contribute to the development of best practices, playbooks, and templates for future implementations.
• Provide training and documentation to customers and team members on platform configuration, implementation-related tools and processes.

Qualifications

Education & Experience:

• Bachelor’s degree in Business Administration, Analytics, Project Management, or a related field.
• Ideally at least 1 year of experience in SaaS product implementation, business analysis, or a customer success role with a focus on onboarding.

Skills & Competencies:

• Proficiency in implementation project management tools such as Click Up, Jira and Confluence (training can be provided if necessary)
• Experience with SaaS platforms and business models
• Strong understanding of customer success and SaaS implementation metrics (e.g., time-to-value, up-sell/cross-sell and retention).
• Exceptional problem-solving skills with the ability to turn data into actionable recommendations.
• Excellent communication, stakeholder management, and documentation skills.

Benefits

What’s in it for you

• 💼 Enhanced Stakeholder Pension Contribution
• 🌴 25 days annual leave
• 🏥 Health, Life Insurance + EAP Wellbeing Support
• 💰 Eligible for Annual Bonus Scheme
• 🎉 Long Service Awards
• 🏋️‍♀️ ClassPass Membership
• 👶 Enhanced Family Leave
• 📚 Up to £1,000 per year for personal development & training
• 🚆 Season Ticket Loan
• 🏠 Flexible/hybrid Work Environment
• 🚲 Cycle to Work Scheme
• 👓 Free Eye Test

Our Team and Culture

We are a super friendly team that thrives on collaboration and supporting each other. We cultivate an environment where everyone feels valued and empowered to contribute their best work, helping us to realise our ambitious growth goals and mission.

Our hybrid working structure includes spending around two days a week at our Head Office in Holborn, London, in a great space filled with creative, colourful.

Need a change of scenery? Our breakout areas have comfortable seating and cool décor where you can work in your own space. Not to mention, being in the hub of the West End, we’re surrounded by many cafes and restaurants and are just a hop, skip, and a jump from the tube.