Customer Success Analyst - First Advantage (Bangalore/Mumbai)

Firstadvantageindia; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading global screening company in Bengaluru is seeking a Customer Success Analyst to act as a liaison with clients and internal teams. Responsibilities include collaborating on daily tasks, performing report analysis, and maintaining knowledge of client guidelines. The ideal candidate has 3+ years of customer service experience, strong analytical skills, and excellent communication abilities. This role offers an opportunity to enhance customer retention and satisfaction in a dynamic environment.

Qualifications

• 3+ years of customer service experience with external customers.
• Ability to interpret complex data sets and draw conclusions.
• High responsiveness and adaptability to changing priorities.

Responsibilities

• Collaborate with Customer Success Managers and Operations on daily tasks.
• Perform report research and ensure SLA's are met.
• Maintain knowledge of client verification/processing guidelines.
• Analyze trends for monthly account reviews.
• Deliver training and create tools to meet customer needs.
• Perform additional duties as assigned.

Skills

Attention to detail

Customer empathy

Strong analytical skills

Excellent communication

Organizational skills

Ability to multi-task

Sense of urgency

Education

High School Diploma or GED

Tools

Microsoft Office (Outlook, PowerPoint, Word, Excel)

Siebel or Salesforce CRM

Job 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 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:

• 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 make 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.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.