As a “Customer Assurance Program Analyst”, you will be responsible for playing a role in improving transparency, coordination, and customer confidence for escalated accounts participating in the Customer Assurance Program. The analyst gathers and synthesizes data on service requests, defects, and operational patterns; produces insights and reports used in customer updates and executive briefings; and supports program operations to ensure consistent engagement and communication. This role contributes directly to improving customer experience and reducing escalations by identifying systemic trends and supporting timely remediation. 

PRIMARY RESPONSIBILITIES 

• Consolidate and maintain tracking of CAP issues for the CAP accounts. 

• Identify trends, recurring themes, and systemic root causes across customer-reported issues. 

• Provide insights that guide remediation priorities, customer-impact assessments, and cross functional action plans. 

• Maintain week-over-week customer sentiment data and changes in issue inventory. 

• Coordinate with Support, Engineering, Customer Success, Operating Command, and Product Teams to gather updates, validate status, and track progress on open items. 

• Ensure all stakeholder updates are accurate, consistent, recorded, and communicated. 

• Prepare weekly customer updates, ensuring clarity, accuracy, and consistency. 

• Identify process, product, or QA gaps based on recurring customer reported defects. 

• Maintain documentation such as runbooks, program guides, and knowledge references that improve CAP workflows. 

• Support long term improvement initiatives that enhance product stability and customer satisfaction. 

QUALIFICATIONS  

Required: 

• Min 2-4 Years of Experience in data analysis, customer operations, technical support, or a similar analytical role. 

• Strong analytical capabilities with experience using Excel, BI tools, or dashboarding systems.  

• Ability to synthesize complex technical information and present it clearly to internal and customer audiences.  

• Experience supporting escalated accounts or highpriority customer initiatives. 

• Experience collaborating with crossfunctional teams in a SaaS or technical environment.  

• Strong written and verbal communication skills. 

KNOWLEDGE/SKILLS/ABILITIES 

Required: 

• Understanding of SaaS operations and support workflows. 

• Strong analytical and problemsolving skills. 

• Excellent communication and documentation abilities. 

• Ability to interpret data patterns and convert them into actionable insights. 

• High attention to detail with accuracy in reporting. 

• Ability to multitask and manage evolving priorities for highurgency issues. 

• Ability to work collaboratively across technical and customer-facing teams. 

• Ability to handle sensitive customer situations with professionalism and clarity. 

• Ability to maintain structured processes and ensure consistent followthrough. 

Physical Demands and Working Conditions 

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.