Customer Success Analyst

Job description

CUSTOMER SUCCESS ANALYST We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. 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. 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. About First Advantage First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services. Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale. What You'll Do A successful CUSTOMER SUCCESS ANALYST will play a key role in account holder and 1st level of case escalations. They build relationships with clients and act as their guide and advocate in every interaction with the business. As the point of contact on service delivery engagements, they educate the clients on company services and how FA is expected to improve their business needs. Client Manager also ensures that client needs are met in a way improves customer satisfaction. Responsibilities: 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 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. Identify 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 What You Will Need to be Successful: Bachelor’s degree in Business or equivalent Minimum of 3 – 4 years working experience Client management experience is an advantage Working in other related function/ department within First Advantage is an advantage What You May Need to be Successful: Strong communication skills in English, Cantonese and Mandarin (verbal and written) Strong analytical and interpersonal skills (, analysis, ability to understand client needs and concerns and presentation) Good business acumen on company’s operations & services Must have a good planning & organizational skills With exemplary communication skills (verbal & written), negotiation/influencing skills Able to build strong relationships at all levels of the organization Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management Positive attitude and ability to work under pressure and attend to priorities. Proficient in MS office (Excel, PowerPoint, MS Outlook) Has ability to deliver clear, engaging and professional presentations (includes system demo training) Why Join Us at First Advantage? At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact. First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development. Employee Impact Groups FA Cares volunteer opportunities Mentorship Advantage Program SOAR, award-winning manager development program Additional benefits offered include: Competitive Salary Package Remote work set up 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! ------------------------ We have great people here and are looking for more. Come join us! Follow us: Facebook Instagram LinkedIn X YouTube Equal Employment Opportunities at First Advantage 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.