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Senior Analyst, Customer Engagement

Location:

Lowell - Massachusetts - USA

Function:

Strategy

Ref #:

201701212
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Corporate overview

You’re empowered when you’re a Kronite

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance — to live inspired. In fact, it’s expected! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.

 

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

 

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

 

Kronos is an Equal Opportunity Employer.

Description

• This critical role in an emerging Customer Success organization will be responsible for creating an ongoing customer engagement program focused on customer retention and customer expansion
• Within the customer engagement program, responsibilities will include:
o Deeply analyzing behaviors that lead to customer retention
o Identifying opportunities to nurture customers into a deeper relationship
o Deeply partnering with the Corporate Marketing team to execute these campaigns
• Determining a process to build technology engagement with high volumes of customers
• Track and review the results of the customer retention and expansion campaigns and recommend adjustments to improve results
• Working cross-functionally to ensure proper hand-offs between teams on any customer retention or expansion opportunities identified

Qualifications

• 4-8 years of experience working with an SMB customer base inside a SaaS software business
• Bachelor’s Degree required
• Comfort working independently in a startup-like environment
• Experience with technology behind customer behavior analysis, including comfort with tools such as Google Analytics, PowerBI and / or Cognos
• Experience with customer retention programs
• Exposure to technology-driven customer marketing programs
• The right candidate for this role will be as nice as they are smart.

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EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.