AI Businss Analyst

Title: AI Digital Customer Success Specialist

Pay Rate: $55.56/hr

Location: Franklin Lakes, NJ (Local candidates preferred for hybrid work schedule, but position is open to Fully Remote Candidates)

Note: This is a W2 contract role, and it is NOT open to C2C or 3rd party candidates

As an AI Digital Customer Success Specialist, you will be responsible for embedding AI digital products and tools that delight internal associates. This role will involve supporting marketing leaders with their daily go-to-market operations by acting as a Subject Matter Expert of AI digital products, providing support and performance analysis of company AI digital products within an evolving world class sales and marketing organization.

Position Responsibilities:

Go-to-Market Management and Launch, 50% of the time

• Supporting marketing leaders with their daily go-to-market operations, ensuring user needs are met to achieve adoption rates
• Managing digital product go-to-market operations by coordinating product demos, scheduling, and support for internal associates using new AI digital products
• Coordinating business operations activities by leveraging enterprise product model processes for demand intake, shaping of business cases, prioritization, and capacity planning
• Working with technology, marketing, business, and operations partners to address gaps, document product issues, and timely provision product access
• Contributing to testing execution, including participating and contributing to testing initiatives to validate product functionality that incorporates user feedback

Training and Support, 25% of the time

• Conducting training sessions to ensure effective use of digital products by delivering comprehensive hands-on training programs that enhance user proficiency with the tools, resulting in increased associate productivity and satisfaction
• Developing and managing an onboarding program that addresses product access inquiries, ensuring associates feel valued and supported while monitoring and working with communications teams for post-onboarding issue resolution

Performance Analysis and Insights, 25% of the time

• Inputting and analyzing digital product data (sourcing user data, web tracking, application metrics monitoring, etc.) aligned with enterprise engagement and reporting metrics
• Curating and analyzing timely product interaction/adoption metrics
• Analyzing user trends and feedback to forecast digital product demand, communicating ongoing improvements to effectively meet user needs
• Working with enterprise product engineering and data analytics teams to analyze product interaction and adoption metrics that offer meaningful, actionable insights that drive product enhancements and overall user satisfaction

Position Qualifications:

• 2-4 years of practical experience in technology, successfully delivering products from concept to launch, with a focus on enhancing customer experiences to drive retention and success; proficiency in understanding practical applications of Artificial Intelligence, not just theory
• Proficiency in conducting in-depth requirements gathering, retrospectives, and daily stand-ups
• A deep understanding of product adoption KPIs and user interaction metrics to identify product utilization gaps and opportunities
• Experience managing digital products and services; a deep understanding of interconnected relationships between product design, development, go-to-market strategy, and launch excellence, including engagement metrics analysis
• Agency background with experience in intake and operation models, including job/task creation, planning, and prioritization
• Expertise in continuous learning and process improvement, with a background in customer support, training, and onboarding
• Strong communication skills, specifically in the area of communicating aspects of product development; ability to speak clearly and persuasively, demonstrating group presentation skills, including conducting productive planning, execution, and retro meetings
• Strong problem-solving skills, identifying and resolving issues in a timely manner; strong data analytic skills, with the ability to analyze large datasets to extract insights that influence and inform AI development
• Industry experience in biotech, pharma, med tech, or health tech/digital health preferred
• A minimum of a Bachelor’s Degree in Computer Science or other related field required; Agile Certification preferred