Job details
Job type full-time
Full job description
Customer success analyst
Are you a proactive individual who can instill trust and credibility with an organization? are you detail-oriented, and do you have excellent customer services skills? have you demonstrated that you are an ambitious, multi-tasker looking for the right opportunity to demonstrate your skills and make a difference in an organization? this is a rare opportunity to be a part of a transformation on a global scale!
The customer success analyst acts as a liaison to first advantage`s large screening accounts and various internal departments such as sales, operations, and billingThe customer success analyst ensures that service level agreements (sla`s) are met or exceeded and that an account`s customer service satisfaction score (csat) is maintained at a minimum of 4.75This individual establishes and maintains effective relationships with customers and gains their trust and respectHe/she ensures that the client relationship and customer satisfaction remain a competitive advantage for first advantageBring your talent and skill to a place where you are a trustworthy, contributing member of a high-functioning team, working for a global leader in the industry.
Essential duties and responsibilities:
Perform report research and analysis for internal and external customersEnsure that reports and information requests are delivered on time and that slas are metMonitor, enter, update, and close service center tickets.
Verify the accuracy of customer billing and identify aging invoice issuesIdentify root causes and remedies for billing inaccuracies and make adjustments as required.
Prepare, analyze, and determine trends for monthly account reviewsEnsure that client fact sheets are kept current and relevantCreate a program overview outline document for all assigned accounts.
Identify and generate sales leads to contribute to fadv`s overall revenue generation, account retention, and growthIf applicable, generate no less than one sales lead per monthIn addition, maintain account retention at no less than 90%, with a target retention rate of 100% for assigned-based.
Obtain first-hand customer information and makes recommendations for improvements to products and services.
Deliver departmental and customer training as requiredCreate tools and job aids to ensure that customer needs are met.
Perform other duties as assigned by management
Job qualifications:
Experience
Required:
3+ years of customer service experience, including direct interactions with external customers
Education
Required:
High school diploma or ged, or equivalent
Other knowledge, skills and abilities
Required knowledge of:
Microsoft office products (outlook, powerpoint, word, and excel)
Siebel or equivalent crm system
Other skills:
Ability to handle stressful, rapidly changing situations involving large customers
Ability to simultaneously handle multiple customer requests and deadlines
Excellent verbal and written communication skills
Good problem solving and analytical skills
Sense of urgency to meet client expectations
Ability to thrive in a dynamic team environment, as well as act independently
