IT Customer Success Analyst – Corporate Sales Platform

About the role

The IT Customer Success Analyst will lead and structure support activities for JCDecaux’s Corporate Sales platform, The Hive. You will ensure high‑quality service for Business Units worldwide, working autonomously and collaborating closely with local and corporate IT teams.

Key responsibilities

• Manage service quality: communicate incidents, coordinate planned operations, lead migration to a new ticketing tool, and drive AI‑based support agents.
• Maintain Business Unit communication on incident status, prioritize fixes with product teams, and regularly report customer satisfaction and SLA performance.
• Oversee L1 & L2 support team (≈7 members in India), improve processes, enrich the knowledge base, and ensure consistent responses.
• Governance and Business Unit relationship: onboard new units, manage requests, facilitate monthly governance committees, produce documentation, and lead deployment projects within The Hive ecosystem.

Required profile

• 6–10 years of experience in Customer Success, Application Support, Service Management or a similar role.
• Fluent English (spoken, written, read).
• Practical experience with JIRA and Zendesk or comparable ticketing/project‑management tools.
• Familiarity with Agile environments, SQL querying, Power BI, and ITIL practices is a plus.

Required skills

• JIRA
• Zendesk (or similar ticketing tool)
• SQL
• Power BI
• ITIL

What we offer

• High level of autonomy and responsibility.
• Opportunities to leverage both IT expertise and business acumen.
• Collaborative environment with global Business Units.