Strategic Customer Success Data Analyst

First Advantage Global operating Centre•US_Georgia Virtual, GA

1d•$55,000 - $70,000•Remote

About The Position

The Strategic Customer Success Data Analyst is a client-facing role that partners with high-value accounts to understand their needs, define strategies, and deliver data-driven solutions supporting their business goals. The position uses analytics, reporting, and visualization tools to monitor program health and user adoption, and to identify risks and opportunities affecting account performance and retention. Acting as a liaison between clients and internal teams, the analyst supports service excellence through service center request management, analysis of key data, and clear, professional communication. The role requires quickly adopting new technologies, meeting SLA and CSAT standards, and building lasting client relationships. This is a 100% remote position for an individual located in the United States, with occasional travel to customer sites potentially required. The analyst prepares insights for client business reviews, supports data integrations and technical solutions, manages service tickets and escalations, and helps ensure accurate billing and effective client processes.

Requirements

High school diploma or GED equivalent.
At least 4 years of experience in customer support, data analytics, or a related field.
2–4 years of experience in an analytics or reporting role.
Expertise in data analysis, reporting, and customer success.
Strong proficiency in Microsoft Excel, Microsoft Teams, and Salesforce CRM.
Exceptional written and verbal communication skills, including the ability to present complex data clearly and actionably.
Ability to work effectively in a cross-functional team environment and adapt to rapid changes and multiple priorities.
Excellent organizational skills and ability to manage multiple projects and prioritize tasks.
Must be located in the United States.
Willingness to travel occasionally to customer sites may be required.

Nice To Haves

Experience with Business Intelligence (BI) tools.
Ability to adopt new technologies quickly.

Responsibilities

Monitor service levels, client satisfaction, and activity to identify issues or opportunities proactively.
Develop and maintain complex reports and dashboards using Excel, Power BI, Salesforce, and internal systems.
Identify data quality issues, recommend corrective actions, and maintain 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-specific analyses.
Work with development and project teams in a fast-paced environment.
Manage data integration solutions, including data extraction, transformation, and loading.
Build and maintain relationships with account representatives at all levels to support seamless communication.
Conduct root cause analysis of contact drivers and prioritize optimization opportunities.
Develop and maintain client-specific SOPs, process documentation, and workflows.
Escalate operational and technical issues to internal teams to resolve billing, technology, and operational challenges.
Test product enhancements and features to support successful implementation for client programs.
Partner with Directors to strengthen relationships and drive client success.
Conduct research and analysis for internal and external stakeholders to support data-driven decisions.
Ensure timely service-ticket resolution and monitor ticket progress through closure.
Verify billing accuracy, identify discrepancies, and recommend solutions to invoicing issues.
Track and report trends for regular account reviews.
Keep client fact sheets updated to reflect changing needs.
Gather customer feedback and recommend improvements to products and services.
Provide training and create job aids for departmental and customer needs.
Address and resolve customer escalations promptly.
Perform other duties assigned by management to support team and client objectives.