Enterprise Customer Success Analyst (Contract) REMOTE at Broadridge in New York, NY

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. Broadridge is Growing. We’re looking for an experienced Enterprise Customer Success Analyst who combines relationship leadership, digital marketing expertise, and hands-on problem solving to help enterprise clients get the most from our digital marketing and website platforms. You’ll manage or support a portfolio of enterprise programs, partnering with home-office administrators, and business stakeholders to strengthen adoption, improve outcomes, and deliver a consistently high-quality service experience. As a central point of contact, you’ll connect client priorities with the right expertise across Support, Product, Engineering, and Sale- bringing clarity, accountability, and momentum to every interaction. This is a role for someone who thinks strategically and acts practically: confident leading client conversations, comfortable investigating complex issues, and committed to following through. You’ll work independently, build deep platform knowledge, and use data and client insights to recommend improvements that make a meaningful difference. Lead Client Relationships and Drive Measurable Value Build trusted relationships with enterprise program administrators and key stakeholders, developing a strong understanding of their business goals, program structure, and platform needs. Lead purposeful client meetings and program reviews with clear agendas, relevant insights, actionable recommendations, and documented follow-through. Translate usage metrics, performance reporting, and client feedback into practical strategies that improve adoption, engagement, and program outcomes. Plan and coordinate service delivery aligned with client priorities, program standards, and operational commitments. Partner with Sales and internal teams to demonstrate the value of our platforms and support services and identify opportunities to expand client value. Own the Service Experience Serve as a central point of contact for client inquiries, service incidents, and technical escalations, coordinating the right resources and maintaining clear communication through resolution. Manage inquiries through Salesforce case management, keeping records accurate, updates timely, and next steps clear. Investigate issues methodically by gathering evidence, reviewing configurations and workflows, testing scenarios, and reproducing reported behavior. Distinguish product defects from configuration issues, expected functionality, and training needs to guide the appropriate response. Create actionable Jira tickets with reproduction steps, expected and actual results, supporting evidence, and business impact. Partner with Support, Product, and Engineering to progress issues, communicate status, and confirm resolutions with clients. Identify recurring issues and introduce proactive support, education, and process improvements to reduce disruption, client downtime, and avoidable support effort. Make Learning Practical and Engaging Deliver engaging live training for home-office administrators and end users, tailoring content to their responsibilities, experience, and goals. Explain platform functionality and website, email, and social media marketing concepts in clear, practical terms. Connect features to real-world use cases through demonstrations, targeted coaching, and follow-up resources. Recognize gaps in understanding or workflows and recommend education that builds confidence, independence, and effective platform use. Strengthen Execution and Continuous Improvement Maintain current client documentation, stakeholder information, program details, meeting notes, and action plans. Manage competing priorities with strong organization, attention to detail, and accountability for commitments. Use internal documentation, training materials, and subject-ma