Sodales Solutions

Customer Success Manager

• Monitor and analyze customer health scores, usage data, renewal metrics, and engagement trends
• Develop dashboards and reports to track customer success KPIs
• Identify at-risk customers and provide recommendations for proactive intervention
• Analyze churn, retention, and expansion opportunities
• Serve as a point of contact for customer inquiries, product questions, and escalations
• Monitor and analyze support ticket trends to identify recurring customer issues and opportunities for process improvement
• Collaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns
• Track support SLAs and customer response times to maintain high service standards
• Assist in managing escalated customer cases and provide proactive communication throughout the resolution process
• Document customer-reported issues, feedback, and feature requests to support product enhancements
• Conduct root-cause analysis of support cases and recommend preventative measures
• Partner with Customer Success Managers (CSMs) to optimize customer lifecycle management
• Support onboarding, adoption, renewal, and customer advocacy initiatives
• Track customer engagement and product utilization
• Assist in developing customer success strategies based on data-driven insights
• Communicate customer needs and trends to internal stakeholders
• Support process improvement initiatives that enhance operational efficiency and customer experience

Business Analyst

• Interview internal and external stakeholders to develop solution requirements and capture user stories
• Liaise between business users and business partners, manage relationships, and monitor requirements updates
• Prepare Business Requirement Documents (BRDs), system design flows, and sequence diagrams defining the appropriate scope of work
• Create low-fidelity prototypes and test end-to-end scenarios through the application development life cycle
• Conduct User Acceptance Testing (UAT) and collaborate with QA teams on use cases, test strategies, and testing data
• Provide technical/system solutions to fix real-time technical issues
• Support, consult, and interact with stakeholders, partners, and customers
• Analyze customer requirements and translate them into technical design specifications
• Manage multiple projects simultaneously and ensure deadlines are met
• Delegate tasks to appropriate product/functional leads
• Lead projects, delegate tasks, and manage project-team productivity to avoid timeline and cost delays
• Identify gaps in client project management models and help create integrated project plans with key activities and deadlines
• Ensure project milestones are met on time