Customer Success Solutions Analyst

Connexure is a software company serving the self-funded medical benefits ecosystem. Our software helps stop loss carriers, brokers, and third-party administrators with quoting, underwriting, and administering stop loss policies. Our mission is to unify the self-funded medical ecosystem through integrated technologies, processes, and data insights. Our leadership team believes in a customer-centric approach to driving value and creating a network effect where the software becomes value-additive through stakeholder interoperability. We are looking for talented and motivated individuals who align with our vision and will support the next phase of growth. 

CUSTOMER SUCCESS SOLUTIONS ANALYST  

POSITION OVERVIEW

The Customer Success Solutions Analyst at Connexure is a key member of the Solutions Team, responsible for investigating complex product behaviors, analyzing data to identify trends and root causes, and collaborating cross-functionally to drive resolution and innovation. This role goes beyond traditional support, diving deep into the Connexure platform to recreate issues, test functionality and workflows, and craft effective solutions for customers and internal stakeholders. The Solutions Analyst also plays a critical role in operational excellence—leveraging tools like HubSpot and PowerBI to deliver insights that improve processes, reduce friction, and enhance the overall customer experience. 

Reports to: Manager, Customer Solutions

FSLA Exemption: Exempt 

Position Location: Atlanta, GA 

PRIMARY RESPONSIBILITIES 

• Investigate complex customer issues by analyzing support data, recreating product behaviors, and testing end-to-end workflows to identify root causes and recommend effective solutions. 

• Monitor and interpret key support and product performance metrics (e.g., resolution time, issue recurrence, CSAT) to drive continuous improvement across support operations. 

• Own and evolve the product documentation library by creating, maintaining, and continuously improving clear, accurate, and accessible documentation (knowledge base articles, internal guides, and client-facing resources) that supports Customer Success, Solutions, and client self-service. 

• Develop and maintain custom reports and dashboards in HubSpot and/or other platforms to track solution effectiveness, case trends, and customer engagement. 

• Collaborate with Engineering, QA, and Product teams to provide detailed issue analyses, reproduce bugs, and prioritize fixes based on customer impact. 

• Partner with Account Managers and VP of Product to surface product usage insights, identify risk signals, and support Business Reviews with data-backed recommendations. 

• Contribute to the optimization of ticketing workflows and communication templates, working closely with Training and Quality teams to improve consistency and customer experience. 

• Recommend and implement process improvements and automation opportunities to increase efficiency, reduce manual work, and improve time to resolution. 

• Support strategic initiatives focused on elevating the customer journey, enhancing product usability, and strengthening customer retention. 

QUALIFACTIONS

• Bachelor's degree in Data Analytics, Business, Information Systems, Computer Science or a related field. 

• 2+ years of experience (or equivalent hands-on experience) analyzing complex data sets. 

• Proficiency in SQL (or demonstrated ability to learn) for data querying, analysis, and reporting. 

• Experience with data visualization tools (PowerBI, Tableau, etc.) to inform strategic decision making. 

• Experience in managing customer data platforms and working with support ticketing systems (JIRA and Hubspot). 

• Effective written and verbal communication skills, with the ability to convey information clearly to both customers and internal stakeholders.  

• Excellent analytical and problem-solving abilities with keen attention to detail. 

• Demonstrated ability to work collaboratively in cross-functional teams and manage multiple priorities in a fast-paced environment.  

• Proven ability to manage multiple projects simultaneously. 

• Team player with appetite to take on new projects. 

• Energetic, strong individual contributor driven by outcomes rather than inputs. 

WORK ENVIRONMENT 

Hybrid with 3-5 days in the Atlanta office alongside the Leadership team. Remote work permitted on an as-needed basis throughout the year. Flexibility with schedule around general business hours. Must have reliable internet and familiarity with digital platforms. 

This position is not eligible sponsorship.

DISCLOSURE 

This job description is intended to describe the nature and level of work being performed by individuals assigned to this position. It is not to be construed as an exhaustive list of all responsibilities and duties required of the job. Job descriptions may also be rewritten periodically to reflect any changes in the position’s duties and responsibilities. All employees are expected to help ensure that their job descriptions are accurate and current, reflecting the work that is being done.