Strategic Client, Customer Success Data Analyst

• 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.

• 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.
• Internal FA experience is a plus.

• 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! 

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.