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.

The Customer Success Analyst acts as a liaison to First Advantage's large screening accounts and various internal departments such as Sales, Operations, and Billing for FA's Retail vertical. The analyst must have attention to detail, a sense of urgency, customer empathy, and the ability to communicate effectively with both internal and external stakeholders. Responsibilities include analyzing customer data, identifying trends, and providing actionable insights to drive customer retention, satisfaction, and overall success.

• Work on daily tasks in collaboration with Customer Success Managers and Operations, including migration activities, current client work (QC, emails, etc.), and special initiatives.
• Perform report 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 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 make recommendations for improvements to products, services, and reporting.
• Perform other duties as assigned by management.

• 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.

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401(k) 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 $21‑27 USD per hour.

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.