Customer Success Analyst

 As a member of the Customer Success team, the ideal candidate will work closely with other  departments such as Product Development, Vetting, and Compliance to align strategies and share  insights. This collaboration ensures that all teams are informed of customer needs and can adapt their  approaches accordingly to achieve better outcomes.  The candidate will also engage directly with  customers to gather feedback, understand their experience, engage in problem-solving and provide  solutions. This position has opportunities for growth and advancement within our organization.   

Tysons Corner, VA

Mobile, AL, or

Columbia, MD,  

•  Addressing customer success tickets via the Customer Success ticketing system, and through additional emails.
• Communicating with various customers and responding to requests for information, case status, and engaging in problem solving throughout the day.
• Maintaining various spreadsheets and working within enterprise ticketing systems to track the status of vetting submissions and assist in the processing of submissions from inception to conclusion.
• Coordinating and interacting with the operations team to receive information and address customer concerns.
• Learning the unique requirements of various business channels to increase the scope of questions the analyst may address unaided by subject matter experts.
• Communication with Customer Success team members throughout the day regarding updates to vets and discussion of issues.
• Self-motivated, creative, and efficient in proposing solutions to customer success problems. 
• Working effectively in a highly collaborative team environment.  

•  Specific helpdesk experience.
• Knowledge and experience regarding business investigations, vetting, and regulatory compliance. 
• Experience working with databases and other software tools.   

•  A minimum of one year’s experience in corporate customer service.
• Excellent written and verbal communication skills.
• Strong problem-solving skills to identify issues affecting customer satisfaction and develop strategic interventions. This involves critical thinking and creativity to find effective solutions.
• Proficiency with Microsoft Office Suite, including Excel and Word. 
• A minimum of one year’s experience with Customer Relationship Management (CRM and helpdesk) platforms, such as Zendesk. 
• Familiarity with communication and collaboration platforms such as Microsoft Teams, and Zoom.  

• In compliance with federal law, all persons hired will be required to verify identity and eligibility to  work in the United States and to complete the required employment eligibility verification process  upon hire.  Aegis is unable to provide employment sponsorship for this position. 
•  All people hired are required, without exception, to pass a criminal background check and a drug screen
• Candidates may be asked to provide references.  

• A high school diploma is required.
• A four-year Baccalaureate degree in a relevant discipline is preferred (e.g., Business Administration, Sociology, Political Science, etc.).
•  One to three years of direct or relevant professional experience.