CAP Analyst I

As aCustomer Assurance Program Analystyou willbe responsible forplaying a role inimproving transparency coordination and customer confidence for escalated accountsparticipatingin the Customer Assurance Program.The analystgathersand synthesizes data on service requests defects and operational patterns; produces insights and reports usedin customerupdates and executive briefings; and supports program operations to ensure consistent engagement and communication.This role contributes directly to improving customer experienceand reducing escalations byidentifyingsystemic trends and supportingtimelyremediation.

PRIMARY RESPONSIBILITIES

• Consolidateandmaintaintracking of CAP issues for the CAP accounts.

• Identifytrends recurring themes and systemic root causes across customer-reported issues.

• Provide insights that guide remediation priorities customer-impact assessments and cross functional action plans.

• Maintain week-over-week customer sentiment data and changes in issue inventory.

• Coordinate with Support Engineering Customer Success Operating Command and Product Teams to gather updatesvalidatestatus and track progress on open items.

• Ensure all stakeholder updates areaccurate consistent recorded and communicated.

• Prepare weekly customer updates ensuring clarity accuracy and consistency.

• Identifyprocess product or QA gapsbased on recurring customer reported defects.

• Maintain documentation such as runbooks program guides and knowledge references that improve CAP workflows.

• Supportlong termimprovement initiatives that enhance product stability and customer satisfaction.

QUALIFICATIONS

Required:

• Min2-4Years of Experience indata analysis customer operations technical support or a similar analyticalrole.

• Strong analytical capabilities with experience using Excel BI tools or dashboarding systems.

• Ability to synthesize complex technical information and present it clearly to internal and customer audiences.

• Experience supporting escalated accounts orhighprioritycustomer initiatives.

• Experience collaborating withcrossfunctionalteams in a SaaS or technical environment.

• Strong written and verbal communication skills.

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Understanding ofSaaS operationsandsupportworkflows.

• Strong analytical andproblemsolvingskills.

• Excellent communication and documentation abilities.

• Ability to interpret data patterns and convert them into actionable insights.

• High attention to detail with accuracy in reporting.

• Ability to multitask and manage evolving priorities forhighurgencyissues.

• Ability to work collaboratively across technical and customer-facing teams.

• Ability to handle sensitive customer situations with professionalism and clarity.

• Ability tomaintainstructured processes and ensure consistentfollowthrough.

Physical Demands and Working Conditions

While performing the duties of this job the employeeis occasionally required tostand; walk; sit; use hands to finger handle or feel objectstoolsor controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability tooperatea personal computer and express or exchange ideasby means ofthe spoken word.May beto sit and/or stand forlong periodsof time. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus. May beto lift or move 10 pounds.