Client Support Analyst

What You Will Do

As a Client Support Analyst within ShopperTrak Analytics, part of Sensormatic Solutions, you will act as a trusted advisor to a portfolio of clients, ensuring they receive accurate, reliable and actionable data insights. Working closely with Customer Success Managers and internal stakeholders, you will resolve complex data and reporting enquiries, identify trends and opportunities, and help clients maximise the value of our analytics solutions. This is a hybrid role based from our Solihull office, with core office days on Tuesday, Wednesday and Thursday, and home working on Monday and Friday. Standard working hours are 8:30am to 5:00pm. You will have the opportunity to work with leading retailers and shopping centres while contributing to service excellence and continuous improvement.

What We Offer

• Competitive salary and a bonus plan
• 25 days holiday plus bank holidays
• Pension
• Life insurance
• Employee Assistance Program
• Employee referral scheme
• Employee discounts
• Cycle to Work scheme
• Discounts on Johnson Controls products
• Training and career development opportunities
• Supportive, collaborative and safety-driven culture

How You Will Do It

• Manage relationships with a portfolio of clients, supporting data and reporting enquiries.
• Partner with Customer Success Managers to deliver exceptional customer outcomes and service excellence.
• Lead governance and service review meetings, presenting performance insights and recommending improvements.
• Act as a subject matter expert for client data, reports and analytics solutions.
• Investigate, analyse and resolve complex client queries, ensuring timely and accurate resolution.
• Proactively monitor data to identify trends, anomalies and root causes.
• Manage support cases through to completion, maintaining clear communication and ownership throughout.
• Collaborate with cross-functional teams to resolve issues and enhance the customer experience.
• Contribute to process improvement initiatives that drive efficiency, service quality and customer satisfaction.
• Provide meaningful insights that help clients make informed business decisions.

What We Are Looking For

Required

• Minimum three years' experience in a Client Support, Data Analyst, Business Analyst, Customer Success or similar role.
• Advanced Microsoft Excel skills with strong analytical and problem-solving capabilities.
• Ability to interpret data and communicate insights clearly to both technical and non-technical audiences.
• Experience managing multiple priorities while maintaining excellent attention to detail.
• Experience using CRM or case management systems such as Salesforce, Remedy or ServiceNow.
• Strong stakeholder management, communication and relationship-building skills.
• Proactive, accountable and customer-focused approach.

Beneficial

• Experience with Power Query, Power Pivot or BI/reporting tools.
• Experience within retail, retail technology, analytics or SaaS environments.
• Experience leading client governance, service review or performance meetings.
• Demonstrated success in identifying and implementing process improvements.  

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