Customer Success Analyst

Job Description

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.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What We Do:

We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster™ First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually.

Who You Are:

Self-motivated – you love to lead others but are also ready to “roll up your sleeves." You can spearhead a project and see it through from start to completion.

A team player – you navigate cross-functional teams and work well with team members across groups toward a common goal. You appreciate the value in collaboration and have ability to lead a team to do the same.

An innovator – you see gaps in current processes or workflows as an opportunity to improve and try something new.

A lifelong learner – you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology. What You'll Do

As a Customer Success Analyst, you will play a key role in ensuring our customers derive maximum value from our products or services. You will be responsible for analyzing customer data, identifying trends, and providing actionable insights to drive customer retention, satisfaction, and overall success. This role requires strong analytical skills, customer empathy, and the ability to communicate effectively with both customers and internal teams.

This role is 100% work from home.

Responsibilities:

Analyze customer usage data to identify patterns, trends, and potential issues.

Work closely with the customer success team to develop and implement strategies for improving customer satisfaction and retention.

Participate in bi-weekly health checks with customers and proactively address any issues or concerns.

Develop and maintain customer success metrics and KPIs to track performance and drive continuous improvement.

Provide and maintain in-depth working knowledge of all client verifications/processing guidelines.

Prepare, analyze, and determine trends for monthly account reviews. Ensure that client fact sheets are kept current and relevant. Create a program overview outline document for all assigned accounts.

Obtain first-hand customer information and makes recommendations for improvements to products, services and reporting.

Perform other duties as assigned by management.

What You Will Need to be Successful:

High school diploma/GED required. College degree preferred.

3+ years of customer service experience, including direct interactions with external customers

Microsoft Office products (Outlook, PowerPoint, Word, and Excel)

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

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

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 experiences, 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! More About Our Values Code

Honor Honesty, Consistency, and Responsibility: Do the right thing

Cultivate an environment of dignity: Show respect for the individual

Take an Outside-In approach: Put the client first

Think out-of-the-box: Innovate and create

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $21-25 USD per hour. 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.

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United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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