Customer Success Analyst

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:

• Support Asia’s clients
  • Work with Account Manager on client service & delivery strategy, and support client retention and making FA as vendor of choice.
  • Standard client contract management and renewal handling – facilitate standard contract terms and pricing discussion with clients
  • Case management administration –Take full ownership of client administration tasks – including package configuration, user management, SOP updates, change request drafting, and system orientation. Ensure data integrity and timely updates of client information across all tools.
  • Identify and engage key client POC/s for each client account. Build and maintain relationship with client POCs. Guarantees quick response time to client’s queries (within 24 hours of email receipt or a same-day callback; second level POC for case-related queries or concerns.
  • 1st level for escalation - Works with client and collaborate with internal stakeholders (global customer care team, account manager, operations, IT etc) to resolve delivery issues and co-ordinate communication with them.
  • Facilitates weekly/monthly/ contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
  • Monitoring account trends and analytics, provide pro-active notification of system changes and/or manage/ communicate product or process changes that will affect client’s screening program.
  • Manage a portfolio of clients ensuring needs are met in a way that improves customer satisfaction, identify opportunities for process improvement, provide support and service training and ensure Client SLA is met/ improved.
  • Ensures appropriate reporting is provided to meet client requirements
  • Contribute forecast information with regard to incoming workload (based on historical proportions and client input)
  • Ensures appropriate reporting is provided to meet client requirements
  • Collaborate with internal teams to align services and processes to ensure seamless service delivery
  • Support special projects such as migration of platform as necessary. Activities include but not limited to: advise and guide clients on platform transition from legacy platform to go-to-platform, including explaining features differences, assisting in transition planning and providing basic system navigation training.

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!

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We have great people here and are looking for more. Come join us!

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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.