Job Description
The Customer Success Analyst liaises with First Advantage's Enterprise-level screening accounts and various internal departments such as Sales, Operations, Billing, Product and Account Setup. The Customer Success Analyst needs to have attention to detail, a sense of urgency, customer empathy, and the ability to communicate effectively both internally and externally. Responsible for analyzing customer data, identifying trends, and providing actionable insights to drive customer retention, satisfaction, and overall success. As a Customer Success Analyst, you will be working with various-sized clients, different Customer Success Managers, Sales Reps and/or members of the Operations team to maintain, build out and report to ensure customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Working on daily tasks in collaboration with the Customer Success Managers/Directors and Operations. Tasks will involve various CSA roles and responsibilities such as Account Set Up task, Account Support task, Client Escalation Task, (QC, emails, etc.), and special initiatives.
- Perform report research and analysis for internal and external customers. Ensure that reports and information requests are delivered on time and that SLA's are met. Monitor, enter, update, and close SalesForce tickets.
- Provide and maintain in-depth working knowledge of all client verification/processing guidelines (SOP/Matrix).
- Prepare, analyze, and determine trends for monthly account reviews. Ensure that client fact sheets are kept current and relevant. Create a program overview outline document for all assigned accounts including maintaining client Partnership Logs.
- Obtain first-hand customer information and make recommendations for improvements to products, services, and reporting.
- Deliver departmental and customer training as required. Create tools and job aids to ensure that customer needs are met. Extensive knowledge of all FA Products, Platforms and Services.
- Perform other duties as assigned by management.
What You May Need to be Successful:
- Bachelor’s degree or Equivalent work experience.
- 3+ years of customer service experience, including direct interactions with external customers.
- Microsoft Office products (Outlook, PowerPoint, Word, and Excel)
- Siebel, Salesforce or equivalent CRM system
- Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Organizational skills and strong attention to detail
- Ability to multi-task and manage daily assignments.
- Sense of urgency to meet client deadlines.
- Highly responsive and adaptable to evolving priorities.
- Ability to work and thrive in a dynamic team environment as well as act independently.
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.