We are seeking a results-driven Client Associate. This role helps measure client success and supports decision-making with data-backed recommendations.

Client Success Associate – Data & Insights

Location: Hybrid - Kingston

Department: Client Success

Reports To: Client Success Manager

Role Overview

The Client Success Associate – Data & Insights is responsible for evaluating the effectiveness of lead generation and appointment-setting campaigns. This includes reviewing lead data, analyzing conversion outcomes, auditing call recordings, and generating reports that clearly explain trends and client performance. This role helps measure client success and supports decision-making with data-backed recommendations.

Key Responsibilities

Lead & Performance Analysis

• Analyze incoming lead data to evaluate conversion rates from lead to appointment/demo.

• Identify drop-off points, lead quality patterns, and conversion trends across campaigns.

• Monitor key metrics to measure overall client performance and campaign health.

Call Auditing & Insight Gathering

• Audit recorded calls to understand how leads are handled and where conversion may be impacted.

• Combine call analysis with data trends to explain outcomes (e.g., poor lead quality vs. strong handling with no conversion).

• Document patterns and summarize insights from both qualitative (call) and quantitative (data) sources.

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Reporting & Recommendations

• Build and maintain performance reports and dashboards to showcase client results.

• Translate data into actionable insights — outlining what’s working, what isn’t, and why.

• Present findings to the Client Success Manager with clear recommendations for improving outcomes or validating success.

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Qualifications

• 1–2 years of experience in data analysis, performance reporting, or operational insights (BPO, marketing, or client services experience a plus).

• Strong proficiency in Google Sheets/Excel (pivot tables, formulas, charts, trend analysis).

• Ability to listen to and audit calls for insight — not for coaching, but to identify broader trends.

• Analytical mindset with strong attention to detail and problem-solving ability.

• Excellent written communication skills; able to present data in a way that’s easy to understand.