Customer Performance Analyst

Join us at Entrust   At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.   Get to Know Us   Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.   Help Shape Exceptional Customer Experiences Through Data At Entrust, we're committed to enabling trusted identities, secure payments, and data protection for organizations worldwide. As a Customer Performance Analyst, you'll play a key role in ensuring our products consistently deliver exceptional performance for our customers. This is an exciting opportunity for a naturally curious and analytical professional who enjoys solving complex problems, uncovering insights from data, and partnering with cross-functional teams to drive meaningful outcomes. You'll become a trusted advisor on product performance, helping identify trends, resolve customer-impacting issues, and improve the overall customer experience. What You'll Do As a Customer Performance Analyst, you'll combine data analytics, customer engagement, and cross-functional collaboration to proactively improve product performance and customer satisfaction. Customer Support & Performance Insights Develop a deep understanding of Entrust products and performance metrics. Analyze customer performance data to identify trends, opportunities, and potential risks. Provide evidence-based recommendations to help customers achieve their objectives. Build strong relationships with customers through clear, timely, and empathetic communication. Data Analysis & Problem Solving Investigate large and complex datasets to uncover actionable insights. Translate ambiguous problems into structured analyses and meaningful recommendations. Challenge assumptions and proactively identify root causes of unexpected results. Drive investigations through to resolution, ensuring stakeholders are informed throughout. Product Performance Monitoring Monitor key product performance indicators and identify emerging issues. Escalate concerns and coordinate with engineering, product, and support teams when required. Help establish best practices for proactive performance management and reporting. Cross-Functional Collaboration Partner closely with Support Engineers, Software Engineers, Product Managers, Customer Success Managers, and other stakeholders. Communicate technical findings effectively to both technical and non-technical audiences. Act as the central point of coordination for customer-impacting performance issues. Ownership & Continuous Improvement