Overview of Role/Job Purpose:
The Client Analyst III is a senior-level position within the Client Analyst career path, building upon the foundational responsibilities of Client Analyst I and the expanded scope of Client Analyst II. While Analysts at levels I and II focus on day-to-day client support, issue resolution, and process execution, the Client Analyst III role advances into strategic leadership, technical depth, and cross-functional influence.
This role combines advanced analytical expertise, technical proficiency, and strategic client engagement. It goes beyond operational support to lead high-impact initiatives, mentor junior analysts, and serve as a trusted advisor to both internal stakeholders and key clients. Client Analysts III are expected to proactively identify trends, optimize processes, and influence product and operational decisions through data-driven insights.
Client Analyst III professionals are equipped to support multiple clients with complex business processes and configurations. They demonstrate a deep understanding of VertexOne products, industry best practices, and client-specific needs, enabling them to drive innovation, elevate client satisfaction, and contribute meaningfully to organizational goals.
Essential Duties:
- Act as the senior point of contact for complex client inquiries, escalations, and strategic initiatives.
- Build and maintain executive-level relationships with VertexOne clients, serving as a trusted advisor.
- Lead client operations meetings and quarterly reviews, presenting insights, trends, and actionable recommendations.
- Communicate complex issues and resolutions clearly to both clients and internal leadership.
- Provide strategic guidance on client upgrades, custom projects, and long-term planning.
- Conduct deep Jira research and root-cause analysis; resolve issues independently and guide resolution strategies.
- Recreate and validate complex issues in test environments; document findings and coordinate emergency fixes.
- Design, test, and manage advanced client-specific rate structures, control files, and system configurations.
- Oversee code promotions, release upgrades, and environment refreshes with full audit compliance.
- Implement and optimize business rules, page rules, and security protocols across environments.
- Develop dashboards and predictive models to assess client health, churn risk, and operational performance.
- Translate business needs into scalable data solutions in collaboration with Product, Data Science, and Client Success teams.
- Lead initiatives to improve internal processes, client experience, and system efficiency.
- Lead cross-functional projects involving Client Success, Product, Marketing, and Sales.
- Review and prioritize client change requests, ensuring alignment with strategic goals and timelines.
- Maintain comprehensive documentation of client communications, approvals, and project milestones in Jira and SharePoint.
- Mentor Client Analyst I and II team members, providing guidance, training, and performance feedback.
- Contribute to internal knowledge bases, training materials, and best practice documentation.
- Promote a culture of continuous learning and improvement within the analyst team.
- Available to support critical client initiatives during extended hours or weekends.
- Travel as required for client engagements, strategic planning sessions, or VertexOne company events.
Job Skills/Requirements:
- 4–6 years of experience in client analytics, business intelligence, or customer success operations (SaaS strongly preferred).
- Strong understanding of SaaS metrics and customer lifecycle analytics.
- Proven ability to communicate complex data insights to both technical and non-technical audiences.
- Experience with CRM and customer success platforms.
- Strategic thinker with a proactive mindset and a track record of driving measurable impact.
- Strong attention to detail and a passion for improving the client experience.
- Excellent communication and organizational skills.
- Curiosity and a desire to learn and grow in a SaaS environment.
- Proficiency in Microsoft Office and common desktop applications.
- Excellent interpersonal skills and professional client-facing demeanor.
- Ability to quickly adapt to new technologies and tools, including emerging AI platforms, to enhance client support and operational efficiency.
- Ability to multitask effectively.
- Minimal travel required (10%).
Preferred Qualifications:
- Experience in utilities or Meter-to-Cash processes.
- Advanced proficiency in SQL, Excel, and Jira.
- Familiarity with VXcis platform.
JobFamily
Client Success
JobFunction
Individual Contributor
PayType
Hourly
EmploymentIndicator
Regular
HiringMinRate
26.44
HiringMaxRate
29.81