Business Analyst (Client Success)

UpClear provides software to growing Consumer Goods brands, helping them plan & analyze volumes, revenue and trade promotion.  Our software BluePlanner facilitates collaboration, efficiency, and holistic business analysis throughout the distribution process. We serve clients at various stages of growth across America, Europe and Asia.

Our growth is substantial and consistent; we have been on the Inc 5000 list of fastest growing private companies for nine consecutive years. UpClear's global headquarters is in New York City and we have offices in London, Paris, and Singapore.

This role requires 4 days on site collaboration per week. You must be able to commute to our West 22nd Street office in New York.

• Develop SaaS consulting and implementation experience and expertise in the CPG / Retail industry
• Opportunities to grow within technical and other areas such as strategy, marketing, and sales activities
• Get on the ground floor of a startup-like company that already has a global reach
  

Responsibilities

• Act as the primary point of contact for a portfolio of clients, ensuring timely, effective, and professional support.
• Monitor client success, progress, issues, and opportunities; proactively follow up to ensure resolution and satisfaction.
• Contribute to achieving SLA targets and overall client satisfaction goals.
• Identify, analyze, and investigate technical and functional issues encountered by customers in their use of the platform.
• Translate customer issues into clear problem scenarios for Engineering and Technical teams.
• Test product fixes and patches, validate solutions, and communicate resolution status and timelines to clients.
• Support clients with complex platform usage, configurations, and data-related questions.
• Assist with client-facing release communications and user training related to new features or enhancements.
• Ensure smooth adoption of new functionality by business users.
• Analyze customer needs to recommend appropriate functional and technical solutions.
• Support onboarding and activation activities to help clients realize value quickly.
• Create, maintain, and improve client documentation, reporting, and dashboards.
• Work closely with other teams to relay customer feedback and technical insights.
• Support continuous improvement initiatives related to product quality and client experience.
  
  

• Bachelor's degree (or equivalent) in an IT, Engineering, Computer Science, or related technical discipline.

• 2-4 years of experience in a SaaS environment, ideally as a Client Success Analyst, Presales Engineer, Support Associate, or similar technical client-facing role.

• Experience with SaaS platforms
• Good working knowledge of SQL, data analysis and Power BI
• Strong data management skills; advanced proficiency in Excel and PowerPoint
• Experience interacting with external stakeholders

Core Skills & Competencies

• High attention to detail with strong organizational and time-management skills.
• Proven ability to work under pressure and manage tight timelines.
• Excellent verbal and written communication skills; able to explain technical concepts to non-technical stakeholders.
• Highly analytical, curious, and passionate about technology and technology-driven services.
• Customer-focused mindset with a strong sense of ownership and accountability.
• Strong problem-solving orientation and ability to balance technical depth with client empathy
  
  

UpClear employees have access to a range of competitive benefits, including

• Various Health Care Plans you can choose from to best fits your needs (Medical, Dental & Vision)
• Retirement Plan with company match (401k, IRA)
• Commuter Benefits
• Generous Paid Time Off package that grows with seniority (Vacation, Sick, and Public Holidays)
• Paid Maternity leave
• Paid Parental bonding leave
• One month paid sabbatical after five continuous years of work at UpClear
• Salary $80K-100K

The salary range listed is a good faith determination of potential compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary several factors may be considered as applicable including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority.