At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.Job Description
The Customer Success Function:
The primary objective of the Customer Success function is to ensure our customers maximize the value they derive from the solutions they acquired from us, while making them raving-fans of the company. Based on that initial delight and success, the CS team follows to expand the solution-set the customers utilize to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including: Initial deployment, customer onboarding, ongoing technical and application support, customer and partner training, upgrades and updates of hardware and software solutions, customer management, user adoption, program expansion, customer value capture, and more. This role supports this function within the Professional Services Team
As Project Analyst within the Professional Services team you'll crunch numbers to identify problems/opportunities and make recommendations about next steps to drive continuous improvement across people, process, and technology. You will take the lead and project manage the implementation of these initiatives on behalf of the Professional Services team and in close coordination with our Customer Success Operations Group and other stakeholders. This is a great role for someone who can get into the details as an analytical thinker, but also has the ability to understand the business needs and take action in deploying new tools, updating methodologies, developing new processes and launching other practice development projects.
Primary Responsibilities:Act as thought partner to the Head of Professional Services, recognize and take initiative to solve operational challenges to make the Professional Services teams tasks and day-to-day experience easier and more efficient. Develop and maintain the PS dashboard to ensure we fully understand the operations of the business. Act as the point person for questions regarding the data shown in the dashboard. Run in-depth reports to identify problems/opportunities and make recommendations on initiatives to drive continuous improvement across people, process, and technology. Take the lead and project manage the implementation of initiatives on behalf of the Professional Services team and in close coordination with our Customer Success Operations group and other stakeholders. Cross collaborate and communicate well with other teams to achieve project goals and initiatives. Develop tools and systems that capture data and represent the effectiveness of the teams and the effectiveness of the projects implemented. Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Five to eight years of experience in project management activities
Preferred Skills - ExperienceData and Reporting Wizard - Excel/SFDC. Experience with BI tools such as Tableau is a plus. - Structured thinker who can bring organization to any problem and is able to manage multiple projects concurrently with cross-functional coordination. - Experience providing support for or running small to medium-sized projects. Proven expertise with SaaS solutions and Cloud technologies. - Propensity for hands-on work and diving in to solve complex problems. No task is too small to own. - Ability to adapt to a rapidly changing product and respond strategically to customer needs. - Strong interpersonal skills and track record of building collaborative relationships cross functionally. - Experience creating presentation decks in Powerpoint and analyzing data in Excel. - Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a plus. - Experience working with (and preferably deploying) technology tools used for Customer Success, including: CRM, Customer Success Mgt platforms, In-App guidance, Survey Tools, Learning Mgt Systems, etc. - Eager to work with a fun team with a strong work ethic
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law
Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster.
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
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