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Customer Success Operations & Analytics Specialist

PT. Medeva Multi TalentaMalang, Jawa Timurglintspublished 09/15/2026
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Medeva is seeking a detail-oriented Customer Success Operations & Analytics Specialist (CSOAS) to serve as the engine driving our data-driven aftersales strategy. In this role, you will empower our Customer Success & Relationship Specialist (CSRS) team by synthesizing raw usage logs, support tickets, and qualitative feedback into actionable insights, managed workflows, and automated dashboards. ​Key Responsibilities

  • ​Health Score Management & Analytics
  • Build, calculate, and maintain client Health Scores using composite metrics.
  • Generate risk segmentations and actionable reports for the CSRS team.
  • ​Sentiment & Voice of Customer Analysis
  • Analyze client sentiment across written feedback, chats, surveys, and group discussions.
  • Translate qualitative inputs into structured numerical scores (-2 to +2) to identify satisfaction trends.
  • ​Operations & Communications Logs
  • Directly conduct and present weekly client training sessions, manage training materials together with CSRS, and evaluate client engagement.
  • Manage centralized communication logs and set up 45-day pre-renewal alerts.
  • ​Product Feedback Loop
  • Aggregate, prioritize, and track client feature requests and product improvements, acting as the operational bridge between the Market Development, Sales, and Customer Success team and Product Development.

​Qualifications & Requirements

  • ​Proven experience in Data Analytics, Customer Success Operations, Sales Operations, or Business Intelligence.
  • ​Strong quantitative capability to integrate metrics from disparate data sources (logs, tickets, surveys).
  • Demonstrated skills in process administration, program coordination, and training management (strong presentation and facilitation skills).
  • Excellent cross-functional communication and backlog prioritization abilities.
  • High attention to detail with strong analytical accuracy.
  • Preferably and independent learner who proactively takes ownership of tasks and process.

Job Type: Work From Office (WFO)

Skills: Communication Skills, Change Management, Training Management, Customer Relationship Management, Customer Support, Data analysis, Customer Service, Problem Solving