Strategic Customer Success Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a liaison for First Advantage's major and strategic screening accounts, as well as internal teams such as Sales, Operations, and Billing.

• Engage daily with Strategic Customer Success Managers and Operations teams.

• Assist with migration activities, ongoing client projects, quality control, email communication, and special initiatives.

• Conduct research and analysis for reports aimed at both internal and external customers.

• Ensure timely delivery of reports and information requests while adhering to service level agreements (SLAs).

• Oversee, log, update, and resolve Service Center tickets.

• Maintain comprehensive knowledge of client verification processes and guidelines.

• Prepare, analyze, and identify trends for monthly account evaluations.

• Keep client fact sheets updated and relevant.

• Develop program overview documentation for assigned accounts.

• Gather firsthand customer feedback and suggest enhancements to products, services, and reporting.

• Execute additional responsibilities as directed by management.

⛳️ Requirements

• High School Diploma or GED, or equivalent work experience.

• Minimum of 3 years in customer service, including direct engagement with external clients.

• Proficient in Microsoft Office Suite, including Outlook, PowerPoint, Word, and Excel.

• Familiarity with Siebel, Salesforce, or a similar CRM platform.

• Strong analytical capabilities with the ability to interpret complex datasets and derive meaningful insights.

• Exceptional communication and interpersonal skills, capable of building rapport and trust with clients.

• Consultative approach, innovative problem-solving abilities, and empathy towards customers.

• Excellent organizational skills and meticulous attention to detail.

• Capacity to multitask and handle daily responsibilities effectively.

• Sense of urgency in meeting client deadlines.

• Highly responsive and adaptable to changing priorities.

• Ability to thrive in a fast-paced team environment while also working independently.

• Must be authorized to work in and reside in the United States.

🏝️ Benefits

• Opportunity to work remotely with occasional business travel.

• Medical, Vision, Dental, and additional benefit plans available.

• 401k plan with employer matching contributions.

• Employee Stock Purchase Plan (ESPP).

• Competitive and flexible Paid Time Off (PTO) policy.

• Nine paid company holidays.

• Access to technology and growth opportunities.

• Professional development initiatives, including the award-winning SOAR program.

• Volunteer Time Off (VTO) policy.

• Global Employee Assistance Program (EAP).

• Opportunities to engage with colleagues through six Employee Impact Groups and participate in Employee Experience events throughout the year.