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Client Delivery Analyst

First Orion is seeking an experienced Client Delivery Analyst (CDA) to support the successful delivery of our solutions and services. This role requires a strong understanding of First Orion's products, services, and technical capabilities to optimize implementation, onboarding, and ongoing service delivery.

The Client Delivery Analyst executes and monitors processes related to client onboarding, proactively identifying issues, risk, and opportunities for improvement. This position is focused on enhancing the quality, accuracy, and efficiency of our solutions while ensuring adherence to established processes and best practices.

This role involves significant research, analysis, and troubleshooting. Findings and insights are communicated cross-functionally and directly with clients to drive resolution and continuous improvement.

The Client Delivery Analyst serves as a primary liaison between the Client Success Management team, clients, and other internal teams – particularly in support of technical and detail-oriented processes. This highly collaborative role partners closely with customers, Product teams, Engineering, Account Management, Client Success Managers, and other support teams to maintain and improve client processes and services.

A strong understanding of client data as it exists within First Orion’s solutions is essential for success in this role.

What you'll be doing:

Data Preparation & Management: Audit and validate data quality and prepare data for reporting. Manage assigned responsibilities for up to 20 client accounts.
Monitoring: Continuously and systematically monitor processes; audit and verify results against established trends and thresholds to identify new issues and successes.
Analysis & Reporting: Analyze data to identify trends, generate reports, and develop dashboards that support business decisions, internal team initiatives, client requests, and overall campaign performance.
System and Support Maintenance: Assist with team training and mentoring. Create, maintain, and update process documentation and training materials.
Collaboration: Work cross-functionally to understand, process, and manage First Orion’s solutions and services. Collaborate with team members, customers, vendors, and other internal stakeholders.
Innovation: Help develop and implement new processes and procedures to support new services/products or enhance existing production processes.
Onboarding and Set-up: Own onboarding for new (small) clients and assist with onboarding and updates for enterprise clients. Responsibilities include confirming specifications and content provided by clients and internal teams, entering and updating onboarding data in First Orion portals, collaborating across teams to resolve issues, securing approvals, coordinating provisioning, and completing onboarding activities.
Testing: Assist in testing new delivery processes to identify defects prior to delivery.
Proactive Ownership: Identify gaps in processes to help drive positive client experiences and outcomes for both clients and First Orion.
Technical Aptitude: Apply technical skills to support reporting, research, and audits. Utilize database querying, data analysis, and reporting tools to address research needs and respond to client inquiries.
Compliance Focus: Ensure compliance to First Orion’s security policies, quality assurance standards, and client service level agreements (SLAs). Deliver accurate metrics and data through appropriate secure transfer mechanisms. Maintain awareness and understanding of relevant data privacy regulations (e.g., FCRA).
Ticket Management: Proactively manage and resolve assigned tickets and issues in coordination with Client Success Managers and other teammates.
Troubleshooting: Research and resolve processing issues in coordination with product, service, client, and third-party vendor specifications. Advise internal teams and clients on necessary solution changes and implement fixes as required.
Communication: Communicate proactively and professionally with internal and external stakeholders and clients based on the nature and scope of the issue or initiative.
Self-Management and Motivation: Effectively manage time to meet deadlines and complete assigned work. Identify gaps in work, processes, or communication and take initiative to address them. Monitor responsibilities independently, including occasional after-hours support as needed.
Core Competencies: Demonstrate strong communication skills, attention to detail, critical thinking, and problem-solving abilities.

What you'll need:

Bachelor’s degree in business administration or related field of study
4+ years of experience in auditing/monitoring techniques and tools, help desk support, and/or customer support
Experience with customer support ticketing platforms (e.g., Zendesk, JIRA)
Campaign management experience
Ability to thrive in a fast-paced environment
Excellent organizational skills
Strong written and verbal communication skills, with the ability to effectively engage clients and internal stakeholders
Strong attention to detail, particularly in monitoring and auditing solution processing services
Advanced proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP, advanced formulas)
Proficiency in Microsoft Office Suite
Ability to analyze and manipulate data and identify anomalies
Strong investigative and troubleshooting skills

Bonus Points:

Relational Database and SQL skills
Databricks experience
AWS experience
Experience with Tableau or Amazon QuickSight or other Business Intelligence platform
Experience in the Mobile or Telecom industry
Experience in Python or similar coding language

Company Benefits:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

First Orion has been voted a
Great Place to Work
with top rankings in every category.
Learn more about what our employees have to say on our
First Orion Glassdoor
page and watch our
People First Diversity Statement/Video
.
First Orion Culture Cornerstones
are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.

This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.

First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.

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