US National – Telecommute
Customer Success Analyst
ABOUT THE ORGANIZATION
First Advantage is the world’s largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.
Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe and Asia.
EOE STATEMENTWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Customer Success Analyst
Are a proactive individual who is able to 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 Billing. The Customer Success Analyst ensures that service level agreements (SLA’s) are met or exceeded and that the customer service satisfaction score (CSAT) for an account is maintained at a minimum of 4.75. This individual establishes and maintains effective relationships with customers and gains their trust and respect. He/she ensures that the client relationship and customer satisfaction remain a competitive advantage for First Advantage. Bring your talent and skill to a place where you are a true, contributing member of a high-functioning team, working for a global leader in the industry.
ESSENTIAL DUTIES AND RESPONSBILITIES:
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.
Verify the accuracy of customer billing and identify aging invoice issues. Identify root causes and remedies for billing inaccuracies and make adjustments as required.
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.
Identify and generate sales leads in order to contribute to FADV’s overall revenue generation, account retention, and growth. If applicable, generate no less than one sales lead per month. 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 required. Create tools and job aids to ensure that customer needs are met.
Perform other duties as assigned by management
3+ years of customer service experience, including direct interactions with external customers
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
Ability to handle stressful, rapidly changing situations involving large customers
Ability to simultaneously handle multiple customer requests and deadlines
Excellent verbal and written …
Customer Service , Research , Analyst