[Hiring] Process Analyst @Rootshell Enterprise Technologies, Inc.

Role Description

We are actively seeking a Process Analyst for one of our clients. The role is remote and involves the following key responsibilities:

• Customer Success Operations
  • Support 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 Gathering
  • Gather and document business requirements related to:
    • Renewals
    • Contract terminations
    • Retention workflows
    • Expansion opportunities
    • Customer success processes
  • Translate business needs into actionable workflows and system improvements.
  • Create process documentation, BRDs, user stories, and operational requirements.
• Process Improvement & Playbooks
  • Develop 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 Coordination
  • Collaborate 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 & Analytics
  • Monitor customer health metrics, retention KPIs, and renewal trends.
  • Analyze churn drivers and customer engagement data.
  • Support reporting through Salesforce, Gainsight, or other CS tools.

Company Description

Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US.