Job Description Template

Job Title

Customer Success Operations Analyst

Location

Mauritius

Remote/Hybrid

Hybrid

Travel required

N/A

Business Unit and Sub-BU

Vistra Global Solutions

Department

Multi Country Payroll

Level and Grade

A3

Reporting to

Manager, Customer Success

Purpose of Role

To provide a dedicated support function within the Global Customer Success team, ensuring the smooth and accurate management of key operational and commercial activities that underpin the client relationship.

Scope

N/A

Key Responsibilities

This role sits within the Global Customer Success team and is responsible for supporting key operational and commercial functions, including client invoice management, annual pricing reviews, and the collation of payroll performance data to support client presentations and business reviews.

Key Objectives of the Role

Invoice & Billing Management Managing and maintaining accurate client invoicing across a portfolio of global accounts, ensuring timely and correct billing in line with contractual agreements. Validation and release of local partner invoicing. Coordinating with internal finance and account management teams to resolve billing queries and discrepancies efficiently.

Annual Price Increase Support Supporting the coordination and execution of annual price increase processes across the client base, working closely with Customer Success Managers and Finance to ensure accurate, timely, and compliant communication and implementation of pricing changes.

Payroll KPI & SLA Data Collection Collating, validating, and maintaining payroll performance data including KPIs and SLA metrics across the client portfolio. Ensuring data accuracy and consistency to support meaningful reporting and client-facing presentations.

Customer Presentation Support Preparing and formatting payroll KPI and SLA data for use in client Business Reviews and performance presentations, working closely with Customer Success Managers to deliver clear, professional, and insight-driven reporting.

Operational Excellence Individually and as a team member, strive to improve systems, processes, and data management practices to maximise the efficiency and accuracy of customer success operations. Maintaining a high standard of internal and external customer satisfaction.

Communication Managing and maintaining clear and informative communications with clients, internal finance teams, Customer Success Managers, and operational stakeholders to ensure alignment across billing, pricing, and reporting activities.

Project Delivery Owning or contributing to specific company projects such as improving billing processes, enhancing KPI reporting frameworks, or supporting system and process changes within the Customer Success function.

Escalation & Problem Resolution Owning, managing, and resolving billing or data-related queries and escalations, seeking guidance where needed and working collaboratively across teams to deliver timely resolutions.

Attributes/

Technical Skills

Essential:

Highly organised with strong time management skills and the ability to manage multiple priorities across a global client base

Proficiency in Microsoft Excel and/or data management tools

Excellent communication and interpersonal skills, with the ability to build strong relationships with both clients and internal colleagues

A proactive, self-motivated professional with a track record of delivering high levels of accuracy and customer satisfaction

Ability to work under pressure and meet deadlines in a fast-paced, global environment

Strong numerical and analytical mindset with a high level of attention to detail

Business English is essential

Desirable:

Experience with SAP or billing platforms

Relevant  Experience

Essential:

Experience in an operations, billing, or customer success support role

Experience supporting pricing or commercial processes, including annual rate reviews or contract amendments

Desirable:

Experience within a managed services or payroll environment

Experience working with international clients across a global client base

Education and Professional Qualification

Essential:

• Bachelor's degree in Finance, Accounting, Business Administration, Commerce, or a related field
• Proficiency in business English (written and verbal) to a professional standard
• Strong working knowledge of Microsoft Office, particularly Excel

Desirable:

• Professional qualification or certification in Finance, Accounting, or Business (e.g., ACCA, CIMA, CA Foundation, or equivalent)
• Additional qualification or coursework in Data Analytics, Business Intelligence, or Reporting
• Exposure to payroll, HR, or managed services industry certifications (e.g., CIPP or equivalent)
• Postgraduate qualification (MBA or equivalent) in a relevant discipline