Strategic Customer Success Analyst

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Act as a liaison to First Advantage's large and strategic screening accounts and internal departments including Sales, Operations, and Billing • Collaborate daily with Strategic Customer Success Managers and Operations • Support migration-related activities, current client work, quality control, emails, and special initiatives • Perform report research and analysis for internal and external customers • Deliver reports and information requests on time and meet SLAs • Monitor, enter, update, and close Service Center tickets • Maintain in-depth knowledge of client verification and processing guidelines • Prepare, analyze, and determine trends for monthly account reviews • Keep client fact sheets current and relevant • Create program overview outline documents for assigned accounts • Obtain first-hand customer information and recommend 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 with Microsoft Office products including Outlook, PowerPoint, Word, and Excel • Experience with Siebel, Salesforce, or an equivalent CRM system • Strong analytical skills and ability to interpret complex data sets and draw meaningful conclusions • Excellent communication and interpersonal skills, with 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 multitask 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 and act independently • Must be authorized to work in and work from the United States

🏖️ Benefits

• Ability to work remotely with occasional business travel • Medical, Vision, Dental, and supplementary benefit plans • 401k with an employer match • Employee Stock Purchase Plan (ESPP) • Competitive and flexible Paid Time Off (PTO) • 9 paid company holidays • Access to tech and growth opportunities • Professional development opportunities, such as the award-winning SOAR program • Volunteer Time Off (VTO) Policy • Global Employee Assistance Program (EAP) • Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year