Client Support Analyst

Summary

Join Experian as a Senior Client Support Analyst and serve as a trusted advisor to high-value clients, managing strategic projects and driving client success. You will train junior analysts, lead complex client projects involving new features and dashboard development, and promote product improvements based on client feedback. This role requires expertise in compliance, regulatory aspects, and client lifecycle management, along with advanced skills in customer success metrics and experience managing high-value accounts. The position offers a competitive compensation package, including a bonus plan, 401k matching, comprehensive health benefits, paid time off, and various wellness programs. Experian values diversity and inclusion, offering a supportive and award-winning work environment.

Requirements

• Advanced skills in Customer Success metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES)
• Experience independently managing high-value accounts and mitigating churn risks
• Lead discovery sessions to identify upselling and cross-selling opportunities
• Familiarity with Agile and Lean principles for continuous improvement in processes
• Knowledge of payroll and US and CAN tax forms (W2, 1099, PR, T4 RL1)
• Experience with client billing and contract review
• Experience leading training and presentations with clients
• Advanced Excel skills (can maintain complex spreadsheets), Salesforce, and Smartsheet knowledge

Responsibilities

• Be a trusted advisor to clients, addressing their strategic goals through consultative approaches
• Train Levels I and II Analysts, building their technical and client-facing capabilities
• Lead complex client projects, such as new feature adoption or dashboard or Smartsheet development
• Promote product and process improvement by providing client feedback to Product and Development teams
• Deepen expertise in compliance and regulatory aspects, ensuring clients meet industry standards
• Manage high-level clients (Partners) or processes (spec analysis – internal, Federal and state)
• Experience with specifications for forms and federal and states. Research and understand client errors

Benefits

• Great compensation package and annual bonus plan
• 401K with a 4% company match with immediate vesting
• Comprehensive health, dental, and vision plans
• 5 sick days each calendar year
• 12 paid company holidays and 2 paid volunteer days
• Wellness plans, online discounts, employee discounts, pet insurance, employee stock purchase programs, and more