Customer Success Analyst

About This Role

This role will support large client accounts by acting as a liaison between external customers and internal departments, focusing on data analysis to improve customer retention and satisfaction. The analyst will identify trends, provide actionable insights, and ensure customer satisfaction across various client sizes.

Responsibilities

• Collaborate with Customer Success Managers and Operations on daily tasks including migration activities, client work (QC, emails), and special initiatives related to verifications, screenings, and orders.
• Perform report research and analysis for internal and external customers, ensuring timely delivery and SLA compliance for reports and information requests.
• Monitor, enter, update, and close Service Center tickets.
• Maintain in-depth working knowledge of all client verifications and processing guidelines.
• Prepare, analyze, and determine trends for monthly account reviews, keeping client fact sheets current and creating program overview documents.
• Obtain first-hand customer information and recommend improvements for products, services, and reporting.

Requirements

• High School Diploma or GED, or equivalent work experience
• 3+ years of customer service experience, including direct interactions with external customers
• Proficiency with Microsoft Office products (Outlook, PowerPoint, Word, and Excel)
• Experience with 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
• Organizational skills and strong attention to detail
• Ability to multi-task and manage daily assignments
• Ability to handle high volume phone and email support
• 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

Qualifications

• High School Diploma or GED, or Equivalent work experience
• 3+ years of customer service experience, including direct interactions with external customers

Skills

* Required skills

Benefits