Job Description

Job Title: Client Success Analyst (Hybrid) ​

Department: Performance Intelligence

Location: Austin, TX

Status : FT Salary

Are you looking to join a team where “corporate values” aren’t just words on the website but instead are the genuine beliefs of the team? Where the people are smart, hardworking, fun, and loving? A place where the talk is walked?

That’s Kasasa! There are 4 values that define our company culture – Interdependence, Empowered Ownership, Badassitude, and Love – Together these values form THE PATCH. Elevate is the wrapper around the whole Patch reminding us to seek the “highest form” of our values.

If you feel that our company values align with your own, please apply! If you don’t, we encourage you to find a company whose values do!

Our values are a living commitment to one another. It defines everything we do, including how we build products, serve our clients, plan for the future, and work together. It is our uncompromising promise to one another, our communities, and our clients.

Interdependence - Only team wins count. I take responsibility for my team’s success. My Team is Kasasa. I hold my shield for all of us.

Empowered Ownership - I know my goals. If they’re to be, it’s up to me.

Badassitude - I am passionate about what I do because I understand why it matters. I will courageously face challenges, seeing each one as a steppingstone toward growth.

Love - We boldly bring love to the workplace and the world.

ELEVATE - I CREATE THE HIGHER POSSIBILITY.

ONLY THE BADASS NEED APPLY!

We’re looking for much more than qualified applicants! We’re looking for people who “relentlessly give a sh!t” (Or “RGAS” for short; this is a component of our Badassitude value)! We want individuals who will courageously face challenges. We don’t settle for good enough. At Kasasa, we have the determination, grit, and hustle to create excellence.

Kasasa’s mission is to inspire and elevate community financial institutions to be the source for love and financial wellbeing in their communities. Kasasa employees (Spartans) are passionately dedicated to this mission and lead the way – sharing our “love” with the world – through our words and actions – via community service and outreach. Expect to get involved and make an impact if you expect to be a Spartan.

As Spartans once did, we stand together and inspire others to join us in our mission. Stronger together and united by core values, we are more than a team. We are a Phalanx!

The purpose of this position description is to serve as a general summary and overview of the major duties and responsibilities of the job. It is not intended to represent the entirety of the job, nor is it intended to be all-inclusive. Therefore, the position may be required or requested to perform for Kasasa other work duties not specifically listed herein. Management reserves the right to modify, defer, or rescind this position description at any time, with or without prior notice.

Role Overview

The Client Success Analyst is responsible for working with Client Directors to drive uncommon client satisfaction and loyalty. The position will focus on producing analytics and insights, developing presentation materials, and tracking client requests and interactions through our customer relationship management system that will allow their client success teams to execute upon the company’s strategies and initiatives. The role will require a strategic mindset, an ability to multi-task, organizational skills, strong communication skills, a desire to drive efficiency, the ability to build and manage internal and external relationships and the aptitude to learn at a fast pace. Approximately ninety percent (90%) of this individual’s time will be devoted to delivering client requested materials to their Client Success teams for strategic discussions. Approximately ten percent (10%) of this individual’s time will be devoted to developing new analytical tools and creating efficiencies on client deliverables.

ESSENTIAL FUNCTIONS (Responsibilities)

• Infuses the Patch Values into your work ethic, every day and every interaction.
• Analytics:
• Pull monthly client reports from our internal systems
• Analyze trends and be able to spot inconsistencies within monthly reporting
• Run and identify trends / “so what’s” in commonly requested customer reporting
• Create ad hoc analyses with Client Director input in Excel for customer consumption as needed
• Develop client-facing presentation materials for Client Success Teams
• Customer Relationship Management System:
• Create and track work tickets and requests to completion
• Ability to write and run reports to help client success teams manage their business
• Partner Satisfaction:
• Achievement and maintenance of high partner satisfaction and loyalty. This includes issue/problem anticipation and prevention and, when necessary, rapid sensing, diagnosis, and orchestration of resolution
• Subject Matter Expertise:
• Deep understanding of our data, where it is sourced, what is included / excluded, how to define the various fields
• Knowledge of the various groups that we interact with and whom to approach across the building for any client issue resolution
• Understanding of each client in the portfolio to know the key contacts, goals, performance and reporting requirements
• Development of expertise toward automating any manual data interaction
• Demonstrate continued growth and understanding of the various Kasasa products and marketing strategies and how they impact our client performance
• Industry knowledge, trends and direction
• Relationship Development and Management
• Develop a strong working relationship with partnered Client Success Teams
• Form and grow relationships with key partners including Performance Intelligence, Technical
• Support Engineers, Legal, Compliance, and Marketing Delivery teams
• Other duties as assigned.
• Build a relationship with portfolio Financial Institution contacts to be able to support traveling Client Success Team partners
• Team Growth:
• Mentor and assist the Client Success Analyst’s with their growth and expansion of knowledge
• Assist with documenting and implementing standards for the team to onboard and train other members of the Analyst team
• Contribute and execute innovative ideas that improve processes and efficiencies.
• Other duties as assigned.

POSITION REQUIREMENTS (Qualifications)

• Bachelor’s degree or equivalent experience required.
• 1-3 years of experience in SQL, and MS Excel . Knowledge of banking is a plus.
• High level of professionalism.
• Solid understanding of software development tools and writing queries.
• Experience and knowledge of software designed to connect with remote systems (i.e. Terminal Services Client (RDP), Bomgar).
• Possess a good understanding of basic networking, internet concepts and is familiar with various types of operating systems.
• Experience in customer service/support. Demonstrated ability to utilize computer systems (i.e. MS Office, MS SQL, and Relational databases).
• Ability to effectively communicate information and ideas both written and verbally.
• Superb attention to detail and ability to multi-task.
• Ability to effectively prioritize between multiple clients and related tasks and create a sense of urgency, successfully managing multiple priorities.
• 1-3 years of experience in troubleshooting complex issues and diagnostic experience.
• Must be legally allowed to work in the U.S.
• Kasasa values the importance of flexibility and collaboration. We offer a hybrid work model where you'll join us in the office for at least three full workdays each week, allowing for meaningful in-person connections and teamwork. The remaining two days offer the option to work remotely, providing you with the balance and autonomy to excel in your role.
• You will be asked to participate in culture related meetings, activities, and events. We firmly believe that building culture and teamwork in a company requires extra intentionality, and thus your participation and engagement isn’t just encouraged - it is required and part of your role responsibilities.

PHYSICAL REQUIREMENTS

• Sitting for extended periods of time; approximately 5-6 hours per day
• Simultaneous use of hand, wrist and fingers
• Daily operation of standard office equipment
• Frequent use of oral communication to perform work
• Lifts and moves 7-10 pounds occasionally

Are you ready to join an amazing group of people who genuinely love their jobs in an environment that inspires greatness?

We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, citizenship status, gender, gender identity, pregnancy, sexual orientation, transgender status, marital status, religion, creed, age, physical or mental disability, results of genetic testing, genetic information, past, present or prospective service in the military, or any other characteristic or activity protected by federal, state, or local law.

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