Process Analyst

Process AnalystRootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US. We are actively seeking a Process Analyst for one of our clients.Key Responsibilities:Customer Success OperationsSupport customer renewal, retention, and expansion initiatives across accounts.Track and manage renewal pipelines, churn risks, and customer lifecycle activities.Assist CSM teams in identifying upsell and cross-sell opportunities.Help standardize customer engagement and retention processes.Business Analysis & Requirements GatheringGather and document business requirements related to:RenewalsContract terminationsRetention workflowsExpansion opportunitiesCustomer success processesTranslate business needs into actionable workflows and system improvements.Create process documentation, BRDs, user stories, and operational requirements.Process Improvement & PlaybooksDevelop and optimize customer success playbooks and operational procedures.Improve customer onboarding, renewal, and escalation workflows.Identify process gaps and recommend scalable solutions.Support automation initiatives within CS operations.Stakeholder CoordinationCollaborate with Customer Success, Sales, Product, Finance, and Operations teams.Coordinate cross-functional initiatives and track project deliverables.Prepare reports, dashboards, and status updates for leadership.Reporting & AnalyticsMonitor customer health metrics, retention KPIs, and renewal trends.Analyze churn drivers and customer engagement data.Support reporting through Salesforce, Gainsight, or other CS tools.With regards,Naveen | Sr. Talent AcquisitionRootshell Enterprise Technologies Inc.Naveen@rootshellinc.com