Managed Services Analyst II

Role overview

Serve as an operational contact for customer accounts, helping users get value from software products while coordinating with internal service teams. The work combines customer support, account health monitoring, accurate workflow execution, and process guidance. You’ll also help newer analysts strengthen their customer communication and engagement practices.

Responsibilities - Coordinate customer needs with internal service delivery teams and act as an account point of contact. - Review account health, service usage, and operational dashboards; share findings that can improve the customer experience. - Answer customer questions by phone and email, troubleshoot issues, and explain useful practices. - Complete daily workflows to quality and performance targets, document interactions, and escalate recurring or complex problems. - Maintain team reference materials and support continuous process improvement. - Coach and mentor entry-level analysts on customer communication standards.

Requirements - High school diploma or equivalent and one to two years of experience. - Working technical knowledge of software products and strong customer support skills. - Proficiency with Microsoft Office, especially Excel, Word, and PowerPoint. - Clear verbal, written, and presentation skills; ability to follow documented processes accurately. - Reliable judgment, integrity, and accountability when handling sensitive information. - Ability to prioritize, adapt to changing procedures, meet performance targets, and work collaboratively. - Availability for a Monday-to-Friday, 8 a.m.–5 p.m. Eastern schedule and willingness to travel up to 15% annually.

Nice to have - Experience with Salesforce or another customer relationship management system.

Benefits and work setup - Remote position with health, dental, and vision coverage, life and accident insurance, retirement plan matching, paid time off, and education reimbursement.