Strategic Customer Success Analyst

LM Wind Power / GE; Georgia; Hybrid; USD 33,000 - 39,000; Full time

Benefits offered by this job

Remote work from home

Medical coverage

Vision and Dental

401k with company match

Employee Stock Purchase Plan (ESPP)

Generous PTO and holidays

Job summary

First Advantage is a leading provider of background screening solutions, offering a remote role for a Strategic Customer Success Analyst. You will liaison with sales, operations, and billing for strategic accounts, analyze customer data, identify trends, and drive retention and satisfaction from a home-based position in the United States.

The role requires 3+ years of customer service experience, proficiency with CRM systems (Siebel/Salesforce), and strong communication, analytical, and

Qualifications

• 3+ years of customer service experience with external customers.
• Proficient in Microsoft Office (Outlook, PowerPoint, Word, Excel).
• Experience with CRM systems such as Siebel or Salesforce.
• Strong analytical and data interpretation skills.
• Excellent written and verbal communication with customers.
• Ability to work independently and in a fast-paced environment.

Responsibilities

• Collaborate with Strategic Customer Success Managers and Operations on daily tasks.
• Handle migration related activities and current client work.
• Perform report research and analysis for internal and external customers.
• Ensure reports and information requests meet SLAs.
• Monitor, enter, update, and close Service Center tickets.
• Provide in-depth knowledge of client verifications and processing guidelines.
• Prepare and analyze trends for monthly account reviews.
• Communicate recommendations for product, service, and reporting improvements.
• Create a program overview outline for assigned accounts.

Skills

Analytical skills

Excellent communication skills

Organizational skills

Ability to multi-task

Sense of urgency

Empathy and customer-focused

Education

High School Diploma or GED

Tools

Siebel

Salesforce

Job description

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.

Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission‑critical background screening solutions to some of the most recognized Fortune100 and Global500 brands.

What You’ll Do

The Strategic Customer Success Analyst acts as a liaison to First Advantage’s large, and most strategic screening accounts and various internal departments such as Sales, Operations, and Billing for FA’s Strategic Customers vertical. The Strategic Customer Success Analyst needs to have strong attention to detail, a sense of urgency, customer empathy, innovative problem‑solving skills, and the ability to communicate effectively both internally and externally. Responsible for analyzing customer data, identifying trends, and providing actionable insights to drive customer retention, satisfaction, and overall success.

This role is 100% work from home. Authorized and working from the United States.

• Working on daily tasks in collaboration with the Strategic Customer Success Managers and Operations.
• Tasks will involve migration related 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 SLA's 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.

What You Will Need to be Successful

• 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.
• Consultative mindset, innovative problem‑solving skills, ability to empathize 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.

What First Advantage is Your Next Big Career Move

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best‑in‑class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

Additional Benefits Offered to Our Eligible People

• 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!

The salary range for this position is approximately $24‑28 USD per hour. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

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.

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Professional Development Opportunities

• Generous Paid Time Off Program*
• Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities*
• Competitive benefits (medical, dental, etc.)*
• Global Employee Assistance Program (EAP) available to all team members
• Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year
• *Must meet hourly work requirement to be eligible

Explore opportunities and join our team. As an award‑winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to hire smarter and onboard faster. Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200countries and territories, modernizing hiring and onboarding on a global scale.