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Customer Success Reporting Analyst - Manila



IT, Customer Service, Sales & Business Development
Manila, Philippines
Posted on Thursday, August 10, 2023
About Alida
Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth.
That’s why Alida created its Total Experience Management Platform; a comprehensive CX solution powered by a highly-engaged, verified, always-on community of your most engaged customers that fuels sustainable business impact.
With Alida, innovative companies like HBOMax, Adobe, Lululemon and LinkedIn can anticipate their customers' ever-evolving needs to make better decisions, build long-term relationships, and grow businesses that stand the test of time.
Over 176 million people globally have used Alida's Total Experience platform to inform over 60,000 customer experiences initiatives.
Join us on our mission to put truth into action at and @alidaTXM.
Customer Success Reporting Analyst
Are you a tech savvy and analytical Customer Success Operations professional?
We have an exciting opportunity to work with Alida’s Customer Success business, to monitor customer utilization and performance metrics, and to work closely with the Customer Success Managers as they deliver insightful reports to their customers.
This is a fully office based role, intended to follow the Eastern time zone (overnight shift).

Key Responsibilities:

  • Keep an ongoing pulse on customers’ utilization and analyze performance metrics using dashboards and feedback channels
  • Deploy email campaigns and trigger Customer Success Manager CTAs based on customer journey touchpoints and behaviour/adoption based triggers
  • Assist Customer Success Manager with Quarterly Business Review, Annual Review and Renewal reporting prep
  • Analyze and interpret product usage and community health metrics to uncover meaningful insights
  • Ensure accuracy, completeness and integrity of analysis
  • Work closely with Customer Success Managers to validate findings
  • Provide actionable recommendations based on data analysis
  • Transform data into a compelling presentation that informs the customer of opportunities to evolve their program
  • Recommend new workflows and process improvements to continue to evolve the digital touch Customer Success practice

Desired Skills and Experiences:

  • Analytical & data driven with ability to identify patterns and solution problems
  • Tech savvy with the ability to learn new software
  • Strong writing and communication skills with the ability to create content
  • Self driven to implement required actions
  • Highly collaborative
  • Attention to detail
  • Expertise in Google Suite especially Google Sheets and Google Slides
We can’t wait to meet you!
We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.
At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.
We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.
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