Client Support Analyst (Remote)

The Client Support Analyst at Experian is tasked with managing high-value accounts and driving strategic projects. Key responsibilities include training junior analysts, leading complex client projects like dashboard development, and deeply engaging with clients on compliance and regulatory requirements.

To qualify for the Client Support Analyst position at Experian, candidates should possess advanced skills in customer success metrics, have experience managing high-value accounts, and be knowledgeable about payroll and US and CAN tax forms. Additionally, strong Excel skills and familiarity with Salesforce and Smartsheet are advantageous.

The Client Support Analyst plays a crucial role in client satisfaction at Experian by acting as a trusted advisor. By addressing clients' strategic goals, providing insightful feedback to improve services, and ensuring compliance with industry standards, the analyst significantly enhances the overall client experience.

A Client Support Analyst at Experian will lead projects focused on new feature adoption, dashboard and Smartsheet development, and explore upselling and cross-selling opportunities through client discovery sessions. This role is pivotal in driving product adoption and improving client processes.

Experian values professional development and provides comprehensive training for Client Support Analysts. Analysts will have opportunities to mentor junior team members, attend workshops, and participate in employee development programs, ensuring they stay updated with industry trends and enhance their skills.

To manage high-value client accounts effectively, I prioritize building strong relationships through regular communication and understanding their unique needs. Utilizing customer success metrics like Net Promoter Score (NPS) helps assess satisfaction, while proactive follow-ups and tailored solutions ensure we meet and exceed their expectations.

In my previous role, I led a project to implement a new analytics dashboard for a client. This involved collaborating with various teams to gather requirements, setting clear timelines, and conducting training sessions for client stakeholders. The project not only met deadlines but also significantly improved the client’s reporting capabilities.

I focus on understanding the client's business goals and identifying gaps where additional services could provide value. By asking open-ended questions during our interactions, I can uncover opportunities and suggest relevant solutions that align with their objectives, thereby fostering a consultative sales approach.

I ensure compliance by staying updated on industry regulations and actively conducting training sessions for clients regarding compliance standards. Regular audits and open lines of communication allow us to address any compliance-related issues promptly, thereby minimizing risks.

I commonly use Salesforce for CRM management and reporting. Additionally, I leverage tools such as Excel for data analysis and Smartsheet for project management, ensuring I have a comprehensive view of customer success metrics like CSAT and churn rates.

I value client feedback highly, often using it to inform product improvements. I regularly collect feedback from clients during meetings and through surveys, analyze it, and then collaborate with the product team to ensure actionable insights lead to better service delivery.

In a past role, I encountered a situation where a client was unhappy with the service delivery timeline. I scheduled a call to listen to their concerns, clarified our project objectives, and worked on adjusting the timeline based on their needs. The resolution not only salvaged our relationship but also enhanced their trust in our team's commitment.

I apply Agile methodologies to continuously assess and improve support processes. By iterating over feedback and involving team members in brainstorming sessions, we can create more efficient processes that respond effectively to client needs.

To effectively prioritize my workload, I assess the urgency and impact of tasks on client satisfaction. By leveraging project management tools, I categorize tasks based on deadlines and importance, enabling me to manage time efficiently while maintaining high service levels.

What I enjoy most is the opportunity to forge meaningful relationships and contribute to the success of clients. Witnessing a client's growth as a result of our support is incredibly rewarding, and I thrive in environments that allow for collaboration and shared success.