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. 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 You'll Do:

The Strategic, Customer Success Analyst acts as a liaison to First Advantage's large screening accounts and various internal departments such as Sales, Operations, and Billing. The Customer Success Analyst needs to have attention to detail, a sense of urgency, customer empathy and the ability to communicate effectively both internally and externally. Responsible for analyzing customer data, identifying trends, and providing actionable insights to drive customer retention, satisfaction and overall success. Additionally, the Customer Success Analyst will need to have a 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% work from home position. Individual must be authorized and working from the United States.

Responsibilities:

• Report on research and analysis for internal and external customers. Ensure that reports and information requests are delivered on time and that SLAs are met. Monitor, enter, update, and close Service Center tickets.
• Provide and maintain an in-depth working knowledge of all client verification processing guidelines.
• Research documentation provided by the applicant and contacting institutions and companies to obtain verifications, always using a professional and courteous tone.
• Communicate effectively and efficiently while obtaining verification information over the phone.
• Manage incoming and outgoing calls for Education, Employment, and Licensing Verifications while maintaining effective documentation for all calls handled.
• Provide quality assurance and data review of information obtained for verifications.
• Verify the accuracy of customer billing and identify aging invoice issues. Identify root causes and remedies for billing inaccuracies and make adjustments as required.
• 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.
• Identifying and generate sales leads to contribute to FADV's overall revenue generation, account retention, and growth. If applicable, generate no less than one sales lead per month. Maintain account retention at no less than 90%, with a target retention rate of 100% for assigned based.
• Obtain first-hand customer information and make recommendations for improvements to products
  and services.
• Deliver departmental and customer training as required. Create tools and job aids to ensure that customer needs are met.
• Perform other duties as assigned by management to support team and client objectives.

What You May Need to be Successful:

• High School Diploma or GED, or Equivalent work experience.
• 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.
• Internal FA experience is a plus.

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!

What Are You Waiting For? Apply Today!
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 for this position is approximately $45-60K USD annually. 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.

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.