Customer Success Analyst

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.
 

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
 

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started

The Division:
Constellation's Dealership Group ) provides software and related services to dealerships across North America.  It is comprised of market leading product lines which offer mission critical software across the following specialized dealership markets: Outdoor Power Equipment ("OPE"), Power Sports, Agriculture, Lift Truck, RV, and Marine. The Constellation Dealership group is part of Constellation Software Inc., a Canadian-based company, with annual revenues of approximately $3.5 billion.

Division Link:

Position:

The Constellation Dealership Groups OPE Business team is seeking a Customer Success Analyst to join our Lahore office. This role is pivotal in leveraging customer data to provide actionable insights that enhance the customer experience and reduce controllable attrition. The ideal candidate is analytical, customer-focused, and proactive, with the ability to translate complex data into clear recommendations for cross-functional teams.

Key Responsibilities & Outcomes:

• Attrition Reduction: Deliver insights that help reduce controllable customer attrition by 15%.
• Customer Attrition Analysis:
  • Gather, validate, and reconcile data from multiple sources.
  • Develop and maintain an exit interview process.
  • Identify and share customer churn trends with management.
• Net Promoter Score (NPS) Management:
  • Partner with a 3rd-party marketing provider.
  • Manage customer lists, follow-up with non-respondents, and ensure system updates.
  • Generate and analyze reports to identify customer sentiment trends.
• Support Ticket Analysis:
  • Highlight recurring product or R&D issues by analyzing support tickets.
  • Recommend priority customers for proactive outreach.
• Customer Health Reporting:
  • Create and distribute customer report cards (ticket statistics, product usage, survey results).
  • Categorize customers into red, yellow, or green risk levels for management follow-up.
• Ad-Hoc Analysis: Support leadership with one-time or special analytical projects as needed.

Core Competencies:

• Financial & Analytical Acumen: Ability to perform deep data analysis and translate findings into actionable strategies.
• Excel Expertise: Advanced proficiency with large datasets, pivot tables, data merging, integrations, reporting, and dashboard creation.
• Communication Skills: Strong written and verbal presentation abilities; capable of simplifying complex insights.
• Work Ethic: Proactive, efficient, and self-directed, with persistence in problem-solving.
• Collaboration: Strong interpersonal skills to effectively partner with cross-functional leadership teams.

Educational & Technical Requirements:

• Bachelor's degree (preferred in Accounting, Business Management, or related field).
• 1–3 years of data analysis experience (Financial Planning & Analysis, Sales Operations, Marketing, or related).
• Basic accounting knowledge preferred.
• Strong command of Microsoft Office, especially Excel (advanced level).
• Familiarity with Windows operating systems and basic hardware troubleshooting.
• Excellent attention to detail with the ability to learn quickly.
• Customer service orientation: polite, professional, and tactful in communication.
• Outstanding command of English (written and spoken); international exposure (North America/UK) is a plus.

Work Schedule:

• Standard Hours: 9:00 AM – 6:00 PM (Eastern Standard Time).
• Flexibility: Must be willing to work weekends if required.

Exciting Benefits we offer:

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan [Tenured Employees Only]

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.