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Customer Success Analyst - First Advantage (Bangalore/Mumbai)

Min Experience

3 years

Location

Bangalore or Mumbai

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

Position Description

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 Vehicle 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.

Essential Duties and Responsibilities:
  • Working on daily tasks in collaboration with the Customer Success Managers/Directors 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.
  • Deliver departmental and customer training as required. Create tools and job aids to ensure that customer needs are met
  • Perform other duties as assigned by management.
Job Qualification:
  • Bachelor's degree or equivalent experience
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.

About the company

First Advantage Corporation operates as an information technology company. The Company offers technology solutions for screening, verifications, safety, and compliance related to human capital. First Advantage serves customers worldwide.

Skills

Microsoft Office
Siebel
Salesforce