Customer Success & Billing Analyst

We are seeking a highly analytical and results-oriented Customer Success & Billing Analyst to drive customer retention and optimize pharmacy billing processes. This role is crucial for understanding the customer journey, identifying improvement opportunities, and implementing strategies to maximize customer lifetime value. The ideal candidate will have a robust understanding of retention principles, experience with pharmacy billing, and advanced data analysis skills. This position is poised to evolve into a Senior Customer Lifecycle Manager or Product Manager role, managing other analysts.

Qualifications:

• Bachelor’s degree in a related field (e.g., Business, Marketing, Analytics, Finance).
• Proven experience in customer retention, billing, or a related analytical role.
• Strong proficiency in data analysis tools (e.g., Google Sheets, Excel, Tableau, Looker, PowerBI, Snowflake).
• Experience with CRM systems.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Experience with pharmacy billing is highly desirable.
• Deep understanding of the customer lifecycle and retention strategies.
• Detail-oriented and organized.

• Analyze customer behavior and data to identify patterns, key drivers of churn and retention, and opportunities to enhance the customer experience.
• Develop and implement strategies to improve customer retention rates, including targeted campaigns, personalized communications, and optimized onboarding, engagement, and support processes.
• Manage and optimize pharmacy billing processes to ensure accuracy and efficiency.
• Monitor and analyze key retention metrics (e.g., churn rate, customer lifetime value, customer satisfaction) and billing KPIs, report on progress, and identify trends.
• Collaborate with cross-functional teams (e.g., Marketing, Product, Engineering) to implement retention initiatives and address customer experience issues.
• Conduct A/B testing and other experiments to refine retention and billing strategies.
• Develop and maintain customer segmentation models.
• Proactively identify and resolve potential issues impacting customer retention and billing.
• Troubleshoot problems affecting customer retention.
• Present findings and recommendations to management.
• Stay informed about industry best practices and trends in customer lifecycle management and pharmacy billing.