About the position
The Customer Success Analyst acts as a liaison to First Advantage's large screening accounts and various internal departments such as Sales, Operations, and Billing for FA's Business Services vertical. The Customer Success Analyst needs to have attention to detail, a sense of urgency, customer empathy, and the ability to communicate effectively with both internally and externally. Responsible for analyzing customer data, identifying trends, and providing actionable insights to drive customer retention, satisfaction, and overall success. As they 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. This role is 100% work from home. Authorized and working from the United States.
Responsibilities
- Working on daily tasks in collaboration with the Customer Success Managers and Operations.
- Tasks will involve migration related activities, current client work (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 Service Center tickets.
- Provide and maintain in-depth working knowledge of all client verifications/processing guidelines.
- 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.
- Obtain first-hand customer information and makes recommendations for improvements to products, services, and reporting.
- Perform other duties as assigned by management.
Requirements
- High School Diploma or GED, 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.
Benefits
- Ability to work remotely with occasional business travel.
- Medical, Vision, Dental, and supplementary benefit plans.
- 401k with an employer match, and an Employee Stock Purchase Plan (ESPP).
- Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
- Access to tech and growth opportunities, and leaders who want you to succeed!
