Customer Success Analyst (Efficient Hire)

As a Customer Success Analyst, you will work closely with management, team members and customers to contribute to the overall execution and delivery of the service for our largest, most strategically important customers utilizing the Efficient Hire software platform for I-9 and WOTC services.

You will be responsible for optimizing the customer experience lifecycle by building customer relationships as a trusted advisor. You will demonstrate expertise of the customer’s account, collaborating to ensure they are realizing expected value from Equifax’s Efficient Hire platform, and will seek opportunities to increase value within the relationship. You will achieve this by regularly engaging with customers to promote product adoption strategies, delivering insights which help drive improvement in the customer’s onboarding and WOTC programs which will strengthen our relationship with customers.

What You Will Do

• Partner with customers to identify and meet business objectives, ensure customers receive maximum value from our solutions.
• Provide proactive support with the goal of promoting overall customer satisfaction, product adoption, retention and revenue expansion.
• Provide business insights through customer value presentations, quarterly business reviews, and other methods.
• Identify customer program improvement opportunities and partner with customers at the corporate level as well as the location contacts to address and resolve.
• Demonstrate an understanding of the impact of onboarding and WOTC services on the success of customers.
• Explain complex issues to customers regarding their I-9 and WOTC programs.
• Assist Success Managers in preparing and delivering select business review materials in meetings.
• Monitor, analyze and track customer requests via CRM software
• Educate customers on the business value of our solutions and share/implement best practices.
• Interface with customers and sales team on customer survey results/feedback to identify key indicators of satisfaction, obtain voice of customer, troubleshoot and facilitate resolutions.
• Assist and participate with the Success Manager/Sales team in preparing reports and data for customer meetings or upon customer request.
• Solicit feedback from customers to develop solid knowledge of the customer and their business/processes.
• Coordinate with internal teams to train customers at the location level which may include new customers, new employees or locations with incomplete forms.
• Gain exposure to Success Manager duties through assigned tasks.
• Utilize your in depth knowledge and experience to apply it to solving a range of problems in straightforward situations.
• Ability to prioritize and organize your work to meet deadlines and deliver quality results.
• Make decisions within guidelines and policies that impact your priorities and allocate time to meet deadlines.
• Provides on-the-job guidance and assists others in identifying the skills needed to complete tasks effectively.
• Assist internal teams as needed
  
  

What Experience You Need

• College degree preferred and/or equivalent experience
• 5 years working in a customer facing/customer service role, ideally in a consulting, account management or other post-sales role
• Excellent communication and presentation skills
• Ability to identify, explain and solve problems in straightforward situations and work to build support and agreement with customers and internal partners
• Strong empathy for customers
• Proficient with Excel, PowerPoint, Google Sheets and Slides
• Demonstrate a desire for acquiring higher level knowledge and skills
  
  

What Could Set You Apart

• Possesses strong analytic skills; process improvement and project management capabilities a plus
• Experience tracking customer interactions within CRM software
• Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
• Exhibits confidence and is calm under pressure