Remote Strategic Customer Success Data Analyst

First Advantage Global operating Centre; Athens (GA); A distancia; USD 55.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote with travel

Medical, Vision, Dental, and benefits

401k with employer match

Employee Stock Purchase Plan (ESPP)

PTO and holidays

Descripción de la vacante

First Advantage Global operating Centre is seeking a Strategic Customer Success Data Analyst to partner with high-value accounts, uncover needs, define strategies, and deliver data-driven insights for account performance and retention. This is a 100% remote position, with occasional travel, and you must be based in the United States.

Responsibilities include building complex reports and dashboards in Excel, Power BI, Salesforce, and internal systems; monitoring service levels and CSAT;

Formación

• 4+ years of experience in customer support, data analytics, or a related field.
• 2-4 years of experience in analytics/reporting role.
• Proficiency in MS Excel, MS Teams, and Salesforce CRM; BI tools is a plus.
• Excellent written and verbal communication; present data clearly.
• Cross-functional teamwork with adaptability to changing priorities.
• Strong organizational skills and ability to manage multiple projects.

Responsabilidades

• Monitor service levels, client satisfaction, and activity to 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 client analyses.
• Work closely with development and project teams in a fast-paced environment.
• Manage data integration solutions, ETL processes.
• Build relationships with account representatives and ensure clear communication.
• Conduct root cause analysis on contact drivers to prioritize optimization opportunities.
• Develop and maintain client-specific SOPs, process docs, and workflows.
• Escalate operational and technical issues to resolve billing/tech/ops.
• Test product enhancements to ensure successful client implementations.
• Partner with Directors to strengthen relationships and drive client success.
• Perform research and analysis for internal/external stakeholders.
• Ensure timely resolution of service tickets and monitor progress.
• Verify billing accuracy and address invoicing discrepancies.
• Track trends for regular account reviews.
• Keep client fact sheets updated.
• Gather customer feedback and suggest product improvements.
• Provide training and create job aids for departments and clients.
• Address customer escalations promptly.
• Perform other duties as assigned by management to support objectives.

Conocimientos

Data analytics

Customer success

Communication

Cross-functional collaboration

Presentation skills

Educación

High School diploma or GED

Herramientas

Excel

Salesforce CRM

Power BI

MS Teams

Descripción del empleo

First Advantage Global operating Centre is seeking a Strategic Customer Success Data Analyst to partner with high-value accounts, uncover needs, define strategies, and deliver data-driven insights for account performance and retention. This is a 100% remote position, with occasional travel, and you must be based in the United States.

Responsibilities include building complex reports and dashboards in Excel, Power BI, Salesforce, and internal systems; monitoring service levels and CSAT;