Strategic Customer Success Analyst

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

About the role

The Strategic Customer Success Analyst acts as a liaison to First Advantage's large, and most strategic screening accounts and various internal departments such as Sales, Operations, and Billing for FA's Strategic Customers vertical. This role requires strong attention to detail, a sense of urgency, customer empathy, innovative problem-solving skills, and the ability to communicate effectively both internally and externally. The position is responsible for analyzing customer data, identifying trends, and providing actionable insights to drive customer retention, satisfaction, and overall success. This role is 100% work from home, authorized and working from the United States.

Responsibilities

• Collaborate on daily tasks with Strategic Customer Success Managers and Operations, including migration-related activities, current client work (QC, emails, etc.), and special initiatives.
• Perform report research and analysis for internal and external customers.
• Ensure reports and information requests are delivered on time and that SLAs are met.
• Monitor, enter, update, and close Service Center tickets.
• Provide and maintain in-depth working knowledge of all client verifications/processing guidelines.
• Prepare, analyze, and determine trends for monthly account reviews.
• Ensure client fact sheets are kept current and relevant.
• Create a program overview outline document for all assigned accounts.
• Obtain first-hand customer information and make recommendations for improvements to products, services, and reporting.
• Perform other duties as assigned by management.

Requirements

• High School Diploma or GED, or equivalent work experience.
• 3+ years of customer service experience, including direct interactions with external customers.
• Proficiency in Microsoft Office products (Outlook, PowerPoint, Word, and Excel).
• Experience with 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.
• Consultative mindset, innovative problem-solving skills, and ability to empathize 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.

Benefits

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
• Access to tech and growth opportunities, and leaders who want you to succeed.

Pay

The salary range for this position is approximately $24-28 USD per hour. This range reflects our good faith estimate to pay fairly based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other relevant factors.