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Title

Customer Success Strategic Account Data Analyst 

About the Organization First Advantage is the world's largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.

Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe and Asia.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

Customer Success Data Analyst is highly skilled in client facing role that will partner with strategic accounts to identify needs, define strategy, and implement the delivery of tools, systems, interfaces, and analytics to measure business against goals and facilitate business decisions. These insights will provide the visualization into the health and quality of the program and deliver value to the client. Proven ability to quickly understand new technologies and best practices. Relationship management for a strategic account , utilizing analytics to to measure user adoption and success. Experience with delivering key data points through frequent reporting and professional communications both verbal and written to the customer to assess satisfaction or to identify risk.

 
Position Requirements

ESSENTIAL DUTIES AND RESPONSBILITIES:

  • Monitor performance health, service levels and client satisfaction to identify issues or opportunities at the earliest possible stages.
  • Develop complex reports and dashboards utilizing advanced Excel Skills, Power BI, Salesforce and other internal FADV programs.
  • Analyze and detect data quality issues and recommend the corrective courses of action 
  • Manage relationships with multiple teams for new solution features and technical support. 
  • Develop & deliver analytical presentations that include program insights for Quarterly Business Reviews, Monthly Business Reviews, and Weekly updates and other client requested analysis to clearly communicate areas of improvement and findings
  • Work collaboratively within and across development and project teams in a fast-paced work environment.
  • Work with high-performance data integration solutions that connect multiple data sources for extracting and rapidly transforming the data for loading into the pre-designed data.
  • Develop and maintain strong working relationships with account representatives at all levels
  • Conduct root cause analysis on contact drivers to understand and prioritize for optimization
  • Escalate operational and technical issues to internal support teams. This may relate to operations, billing, technology, etc.

 

Education

Bachelor’s degree or equivalent experience

Experience

  • Excellent reporting and analytical skills; 2-4 years of experience in an analytics/reporting role with a focus on Customer Success
  • Strong Excel skills; or other BI reporting strongly desired and experience creating dashboards
  • Demonstrate ability to collect and assess data as well as be able to present it in an actionable and insightful way
  • Ability to work cross functionally in a rapidly changing environment
  • Excellent organizational skills - role will be expected to work on multiple projects concurrently with varying priority
  • Excellent presentation skills and communication skills (C-suite / Amazon Senior Leaders)
  • Critical thinking skills


Nice to have:

  • Six Sigma qualifications
  • Experience with Salesforce
  • SQL experience
 
Full-Time/Part-Time Full-Time  
Position Customer Success Analyst  
Req Number SAL-21-00045  
Open Date 9/20/2021  
Location Remote  

This position is currently not accepting applications.

To search for an open position, please go to http://FirstAdvantageCorporation.appone.com



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