Strategic Customer Success Data 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.

What You'll Do:

The Strategic Customer Success Data Analyst plays a key client-facing role, partnering with high-value accounts to uncover needs, define strategies, and deliver data-driven solutions that support business goals. This role leverages analytics, reporting, and visualization tools to monitor program health, track user adoption, and identify risks or opportunities that impact account performance and retention. Serving as a liaison between clients and internal teams, the analyst ensures service excellence by managing service center requests, analyzing key data points, and delivering clear, actionable insights through frequent, professional communication. Proven ability to adopt new technologies quickly, uphold SLAs and CSAT standards, and build lasting client relationships is essential to success in this role.

This is a 100% remote position, individual must be open to occasional travel and is required to be in United States.

Responsibilities:

• Monitor service levels, client satisfaction, and activity to proactively identify issues or opportunities.
• Develop and maintain complex reports and dashboards using Excel, Power BI, Salesforce, and internal systems.
• Identify data quality issues, recommend corrective actions, and ensure data integrity.
• Collaborate with cross-functional teams to support new solutions and provide technical support.
• Prepare and present analytical insights for Quarterly Business Reviews and other client-specific analyses.
• Work closely with development and project teams in a fast-paced environment.
• Manage data integration solutions, ensuring efficient extraction, transformation, and loading of data.
• Build and nurture relationships with account representatives at all levels to ensure seamless communication.
• Conduct root cause analysis on contact drivers to prioritize optimization opportunities.
• Develop and maintain client-specific SOPs, process documentation, and workflows.
• Escalate operational and technical issues to internal teams to resolve billing, technology, or operational challenges.
• Test product enhancements or features to ensure successful implementation for client programs.
• Partner with Directors to strengthen relationships and drive client success.
• Perform research and analysis for both internal and external stakeholders to support data-driven decision-making.
• Ensure timely resolution of service tickets and monitor ticket progress for closure.
• Verify billing accuracy, identify discrepancies, and recommend solutions for any invoicing issues.
• Track and report on trends to inform regular account reviews.
• Keep client fact sheets updated and relevant to reflect changing needs.
• Gather customer feedback and make recommendations to enhance products and services.
• Provide training and create job aids for both departmental and customer needs.
• Address and resolve customer escalations promptly.
• Perform other duties as assigned by management to support team and client objectives.

What You Will Need to be Successful:

• High School diploma or GED equivalent required; 4+ years of experience in customer support, data analytics, or a related field.
• Proven expertise in data analysis, reporting, and customer success, with 2-4 years of experience in an analytics/reporting role.
• Strong proficiency in MS Excel, MS Teams, and Salesforce CRM; experience with Business Intelligence (BI) tools is a plus.
• Exceptional written and verbal communication skills, with the ability to present complex data in a clear, actionable, and insightful manner.
• Ability to work effectively in a cross-functional team environment, adapting to rapid changes and multiple priorities.
• Excellent organizational skills with the ability to manage multiple projects simultaneously and prioritize tasks.
• Occasional travel to customer sites may be required to support customer success outreach.

Why First Advantage is Your Next Big Career Move:

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

Additional benefits offered to our eligible people include:

• 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!

The salary range for this position is approximately $55,000- 70,000 annual base. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

We have great people here and are looking for more. Come join us!

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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.