The Role
The Customer Success Analyst liaises with clients and internal departments, analyzing data, driving customer satisfaction, and ensuring timely reporting and support.
Summary Generated by Built In
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 Technology/Financial verticals. 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 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.
Responsibilities:
What You May Need to be Successful:
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 Service Center 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 makes 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 and Services.
- Perform other duties as assigned by management.
What You May Need to be Successful:
- 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.
Top Skills
MS Office
Salesforce
Siebel
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The Company
What We Do
First Advantage delivers comprehensive background check solutions and insights that enable employers and housing providers to make confident choices, reduce risk, and maintain compliance.
With offices in 26 locations and a staff of 4,000+ employees, First Advantage leverages leading technology and the industry’s largest global capabilities to complete background checks in 200+ countries and territories. If you’re looking for employee or tenant background check solutions that enable fast and reliable decision making, we’re your First Advantage.
For more detailed information on First Advantage products and services, visit fadv.com.
