Customer Success Analyst (PHILIPPINES Remote)

• Remote work arrangement
• HMO + FREE Dependents
• Competitive leave entitlement
• Night shift schedule

• 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 makes 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.

• Bachelors degree, 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

Additional Requirement

Please note that a valid NBI clearance is required for this role. Candidates must ensure it is available as soon as possible to avoid delays in the hiring process.