Customer Success Sr. Program Analyst

Why Lytx?

Are you ready to drive excellence in Client Success at a leading video telematics company? As a Sr. Program Analyst with the Commercial Operations Team, you will play a pivotal role in overseeing the successful evolution and productive use of our Client Success (CS) platforms within Lytx. You’ll collaborate with cross-functional teams, optimize CS use of systems, and ensure alignment with strategic business goals.

What you'll do:

• Strategic Planning and Governance:

  • Develop and execute a comprehensive plan for the evolution of our CS platforms and processes.

  • Define program goals, milestones, and success criteria.

  • Establish governance processes to monitor progress and address risks.

• Stakeholder Management:

  • Engage with key stakeholders, including executives, department heads, and end-users.

  • Facilitate communication and alignment across teams.

  • Address stakeholder concerns and ensure buy-in.

• Customer Focused:

  • Create and manage customer playbooks, ensuring consistency and effectiveness.

  • Build impactful client touchpoints that consider the customer lifecycle, enhancing their product and service experience.

• Quality Assurance and Reporting:

  • Implement quality control processes for tools and systems implementation.

  • Regularly report on program status, milestones, and KPIs.

  • Ensure adherence to best practices and industry standards.

• Ongoing Management

  • Lead change initiatives related to systems adoption.

  • Drive rigorous prioritization process for tool improvements and reporting.

  • Administration of Totango.

  • Foster a culture of continuous improvement.

  • Measure and improve user satisfaction.

• Perform other duties assigned.

What you need:

• Minimum Bachelor’s degree and five years of experience in managing technology platforms and solutions, with experience in Totango and Salesforce a plus.

• Communication: Excellent verbal and written communication skills are essential for collaborating with diverse teams and stakeholders.

• Leadership: Ability to lead and motivate cross-functional teams toward common goals.

• Strategic Thinking: Understand the big picture and align program activities with business objectives.

• Tool Mastery: Our hands on keyboard leader driving and Customer Success tools and systems reporting and functional improvements.

• Problem-Solving: Analyze complex issues and find practical solutions.

• Project Management: Familiarity with project management methodologies and tools.

• Adaptability: Thrive in a dynamic environment and adapt to changing priorities.

Benefits:

• Medical, dental and vision insurance 
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.  This position is also eligible for an incentive compensation plan.  The expected hiring salary for this position is:

Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways!

Lytx, Inc. is proud to be an equal opportunity employer. We’re committed to building a diverse and inclusive workforce and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected].  Lytx conducts background checks on applicants who receive a conditional offer of employment in accordance with applicable local, state, federal and regional laws. Qualified applicants with arrest or conviction records will be considered. Background check results may potentially result in the withdrawal of a conditional offer of employment and will be made in accordance with all applicable local, state, federal and regional laws.