What does a client services analyst do?
A client service analyst examines a customer service department's operation and gives directions on ways to enhance productivity and customer satisfaction levels. Customer service analysts can create strategies and techniques to improve the service department's effectiveness by using data, which includes customer satisfaction reports, complaint logs, and surveys. They are part of the customer service department, which can directly with customers helping to resolve issues and customer dissatisfaction. Their duties include gathering data and perform research, developing strategies, training employees in new processes and strategies.
Client services analyst responsibilities
Here are examples of responsibilities from real client services analyst resumes:
- Manage the provisioning of desktop support for 1500 staff.
- Institute proper usage of SCCM to image, manage, maintain and report on computers across the domain.
- Manage file inventory and troubleshoot legal problems, coding issues, and internal processes to move accounts smoothly through system.
- Lead corporate ITIL service level management initiative and implement key performance indicators (KPIs) to effectively measure operational performance.
- Experience with SCCM (Shavlik for third party software), Symantec CMS (Altiris), and WSUS.
- Provide remote support for users outside the office through VPN and bomgard tool.
- Track KPIs, focusing on resources, workflow, and new business opportunities.
- Deploy, support and provide training for wireless devices and RSA SecurID & VPN.
- Support COE desktop imaging, testing and deployment of new PCs and Linux workstations in Denver/Woodlands.
- Monitor databases and operating systems to ensure proper completion of file uploads, review and troubleshoot errors.
- Perform new and existing Linux user account set up and maintenance within NIS+ and later using LDAP/AD.
- Facilitate the daily flow of essential information to multiple clients for best application of information services from IMS.
- Initial review, investigation and consultation of client support requests dealing with server hardware, OS installation issues and other how-to.
- Prototyped capacity reporting automation solutions using Java, JSP, and Apache/Tomcat but determine maintenance cost was too high to implement.
- Create and present PowerPoint presentations to department employees.
Client services analyst skills and personality traits
We calculated that 13% of Client Services Analysts are proficient in Customer Service, Client Service, and PowerPoint. They’re also known for soft skills such as Speaking skills, Writing skills, and Customer-service skills.
We break down the percentage of Client Services Analysts that have these skills listed on their resume here:
- Customer Service, 13%
Managed customer escalations by developing action plans for outsourced vendor in order to deliver excellent customer service and maintain product loyalty.
- Client Service, 10%
Identified and implemented process improvements to reduce operating deficiencies and improve productivity across products and client services.
- PowerPoint, 6%
Evaluated program effectiveness of 13 Tenet hospitals using predetermined criteria, citing findings via PowerPoint presentation and written reports.
- Project Management, 4%
Coordinated and prioritized all escalated activities including testing, project management and implementation of system upgrades, enhancement and bug fixes.
- SQL, 4%
Established application performance bounds using SQL to develop and analyze historical plant maintenance volume trends.
- Client Facing, 3%
Project Manager/Technical Lead with client facing responsibilities including completing ADHOC request, special projects such as Valuation and Open Enrollment.
Common skills that a client services analyst uses to do their job include "customer service," "client service," and "powerpoint." You can find details on the most important client services analyst responsibilities below.
Speaking skills. To carry out their duties, the most important skill for a client services analyst to have is speaking skills. Their role and responsibilities require that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Client services analysts often use speaking skills in their day-to-day job, as shown by this real resume: "represented and resolved complex customer issues that may include costing, technical and service issues. "
Writing skills. Many client services analyst duties rely on writing skills. "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions.," so a client services analyst will need this skill often in their role. This resume example is just one of many ways client services analyst responsibilities rely on writing skills: "performed customer service and customer care performed data entry oversaw inventory control risk management control underwriting assistant level 1"
Customer-service skills. client services analysts are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to client services analyst responsibilities, because "computer support specialists must be patient and sympathetic." A client services analyst resume example shows how customer-service skills is used in the workplace: "established and documented standardized call center operating, customer support ticketing, and disaster response procedures. "
Listening skills. A big part of what client services analysts do relies on "listening skills." You can see how essential it is to client services analyst responsibilities because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Here's an example of how this skill is used from a resume that represents typical client services analyst tasks: "monitored banking reports capturing ach returns, and communicated necessary changes to ensure clients update their payroll systems accordingly. "
Problem-solving skills. Another common skill required for client services analyst responsibilities is "problem-solving skills." This skill comes up in the duties of client services analysts all the time, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." An excerpt from a real client services analyst resume shows how this skill is central to what a client services analyst does: "provided consistent, effective online customer support taking ownership of issues from customer submittal through resolution. "
The three companies that hire the most client services analysts are:
- The Cincinnati Insurance Companies61 client services analysts jobs
- CBRE Group55 client services analysts jobs
- Goldman Sachs38 client services analysts jobs
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Compare different client services analysts
Client services analyst vs. Support lead
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
There are some key differences in the responsibilities of each position. For example, client services analyst responsibilities require skills like "client service," "powerpoint," "project management," and "sql." Meanwhile a typical support lead has skills in areas such as "pos," "sales floor," "infrastructure," and "math." This difference in skills reveals the differences in what each career does.
The education levels that support leads earn slightly differ from client services analysts. In particular, support leads are 0.9% more likely to graduate with a Master's Degree than a client services analyst. Additionally, they're 0.4% more likely to earn a Doctoral Degree.Client services analyst vs. Specialist
Specialists are employees who are responsible for specific tasks or activities in the department they are assigned to. The actions or tasks they work on are related to their educational background or work experiences. They are usually highly skilled in specializations related to the work they are assigned to. Specialists are also highly trained on the competencies that are required of their specialty. As such, they are focused on the skills and competencies that are needed to enhance their experience in their specific field further.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that client services analyst responsibilities requires skills like "client service," "project management," "client facing," and "strong analytical." But a specialist might use other skills in their typical duties, such as, "patients," "patient care," "exceptional client," and "product knowledge."
Specialists earn similar levels of education than client services analysts in general. They're 1.8% less likely to graduate with a Master's Degree and 0.4% more likely to earn a Doctoral Degree.Client services analyst vs. Computer technician
Computer technicians are skilled information technology professionals who handle concerns related to computers. They are responsible for assisting clients in software installations, troubleshooting needs, and repair needs. Computer technicians handle the maintenance and repair of both software and hardware of computers. They should be able to quickly pinpoint the causes of computer problems that the client encounters. They should also be able to answer the clients' computer-related inquiries and provide advice on proper computer handling. Computer technicians should have good analytical skills and decision-making skills.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a client services analyst is likely to be skilled in "client service," "project management," "sql," and "client facing," while a typical computer technician is skilled in "desk support," "network printers," "computer system," and "laptop computers."
Computer technicians make a very good living in the government industry with an average annual salary of $48,277. On the other hand, client services analysts are paid the highest salary in the finance industry, with average annual pay of $78,120.Most computer technicians achieve a lower degree level compared to client services analysts. For example, they're 5.9% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Client services analyst vs. Technical support specialist
A technical support specialist is responsible for assisting customer's and businesses' concerns and system issues by performing troubleshooting and remote solutions. These specialists must have extensive knowledge of system applications, including software and hardware database to handle complex processes that might affect the end user's experience or the business' daily operations. Technical support specialists should maintain excellent communication skills to guide the client and business on solving network problems. They must also document concerns and progress promptly for reference and quality checks.
Types of client services analyst
Updated January 8, 2025
