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The Client Experience Analyst provides direct support to our client-facing teams in multiple areas that currently include the following:
Client Analytics and Presentations: Monthly Business Review and Quarterly Executive Review template creation and maintenance; identify and add unique, analytical and higher value insights based on the data; develop, maintain, improve a process and an online tool to capture client-specific data such as Ensono’s accomplishments, insights, risks and recommendations; work with the Ensono teams to make sure that required data sources are available and providing accurate and timely information
Client Reporting: Discover and inventory reporting requirements in each new contract; determine report sources and delivery methods; project manage custom reports to completion (one time) and assure reports are setup to be delivered on schedule (ongoing); work with the Ensono Product team to determine if custom reports should be candidates to become standard reports; work with the Ensono Sales and Solution teams during the sales cycle to review reporting requirements for prospective clients
Contract Review and Analysis: Develop, improve and own Contract Extraction template that summarizes key contract obligations and terms; execute Contract Extraction process as part of each new client onboarding; review proposed contract language and provide insightful input as it relates to governance, reports, service levels (in concert with other team members)
Service Level Management: Create monthly service level reports for each client by reviewing and analyzing data from multiple sources; execute considerable Microsoft Excel spreadsheet calculations; interface with Ensono solution, legal and other teams to discuss service levels for prospective clients; provide thought leadership regarding SLA improvements and future state; investigate automation options for service level process
Service Maximization and Improvement: Drive service improvement plans in conjunction with other Ensono teams; Review all client contracts to assure that Ensono is delivering all agreed-to services to maximize value to our clients; Work with Ensono Revenue Assurance to make sure Ensono is billing for all agreed-to services
Client Experience Analysts should possess extraordinary analytical skills and be highly flexible. Our team’s focus areas and priorities are subject to regular change and evolution – with a goal of continuous improvement and identification of new ways to support our client-facing teams. They need to be highly motivated, self-starters, excellent communicators and very organized and proficient in Microsoft Office. Each Client Experience Analyst should expect to focus on one or more of the areas described in the list above but should also expect that we will regularly reinvent ourselves as we continuously evolve and improve how we support our teams.
Specific requirements would include but not be limited to:
3-5+ years of deep Microsoft Office 2016 – specifically PowerPoint and Excel
Exceptional analytical skills with an ability to derive trends, correlations and insights from disparate data sources
Experience as a Business Analyst, preferred
Strong multi-tasking abilities with an ability to wear many hats and shift focus/priorities throughout the day
Self-motivated with a strong desire to learn quickly, multi-task, and work independently as well as part of a team
Excellent written and verbal communication skills
Desire to regularly transform and improve yourself
