Client Delivery Analyst

First Orion is seeking a Client Delivery Analyst (CDA) to support the successful delivery, implementation, and ongoing optimization of our solutions and services. This role requires a strong understanding of First Orion’s products, services, technical capabilities, and client delivery processes to help ensure accurate, efficient, and high-quality client outcomes.

The Client Delivery Analyst supports client onboarding, monitors key delivery processes, identifies issues and risks, and recommends improvements that enhance quality, accuracy, efficiency, and adherence to established best practices.

This position involves research, analysis, auditing, troubleshooting, and cross-functional communication. The Client Delivery Analyst translates findings into clear insights and actionable next steps for internal teams and clients, helping drive resolution and continuous improvement.

The Client Delivery Analyst serves as a key liaison between Client Success Management and internal teams, with a focus on operational and detail-oriented delivery work. This highly collaborative role partners with Product, Engineering, Account Management, Client Success Managers, vendors, clients, and support teams to maintain, improve, and scale client processes and services.

What You’ll Do:

• Support client onboarding and delivery: Own onboarding for small clients and assist with onboarding, updates, and provisioning for enterprise clients, including confirming specifications, entering and updating data in First Orion portals, securing approvals, and coordinating completion of onboarding activities.
• Monitor and audit processes: Continuously monitor workflows, verify results against established trends and thresholds, and identify issues, successes, risks, and opportunities for improvement.
• Analyze data and reporting: Review reports, dashboards, and data sets to identify trends, anomalies, and insights that support business decisions, client requests, internal initiatives, and campaign performance.
• Prepare and manage data: Audit and validate data quality, prepare data for reporting, and manage assigned responsibilities for up to 15 client accounts.
• Troubleshoot and resolve issues: Research and resolve processing issues in coordination with Product, Engineering, Client Success and other service teams, clients, and third-party vendors.
• Manage tickets and follow-through: Proactively manage assigned tickets and issues, coordinate with Client Success Managers and teammates, and ensure timely, accurate resolution.
• Maintain documentation and enablement materials: Create, maintain, and update process documentation, training materials, and support resources to improve consistency and scalability.
• Support testing and quality assurance: Assist with testing to identify defects prior to delivery and help ensure solutions meet client and internal expectations.
• Drive process improvement: Identify gaps in processes, communication, or execution and recommend improvements that support stronger client experiences and operational outcomes.
• Apply technical aptitude: Build and apply technical knowledge to support research, audits, reporting, and client inquiries using data analysis and reporting tools.
• Ensure compliance and data accuracy: Follow First Orion’s security policies, quality standards, client service level agreements, and secure data transfer practices while maintaining awareness of relevant data privacy regulations.
• Communicate clearly and professionally: Share updates, findings, risks, and recommendations with internal and external stakeholders based on the nature and scope of the work.
• Manage work independently: Prioritize work, meet deadlines, monitor responsibilities independently, and provide occasional after-hours support when needed.
• Demonstrate strong core competencies: Apply strong communication, attention to detail, critical thinking, problem-solving, organization, and follow-through in daily work.

What You’ll Need:

• Bachelor’s degree in business administration or a related field of study.
• 2+ years of experience in auditing, monitoring, help desk support, customer support, operations, or a related role.
• Experience with customer support or issue management platforms such as Zendesk or JIRA.
• Ability to thrive in a fast-paced, detail-oriented environment.
• Excellent organizational, time management, and follow-through skills.
• Strong written and verbal communication skills.
• Strong attention to detail, especially when monitoring, auditing, and validating solution processing services.
• Proficiency in Microsoft Excel, including pivot tables, VLOOKUP, and advanced formulas.
• Proficiency in Microsoft Office Suite.
• Ability to analyze and manipulate data, identify anomalies, and communicate findings clearly.
• Strong investigative, analytical, and troubleshooting skills.

Bonus Points:

• Campaign management experience.
• Experience with relational databases and SQL.
• Experience with Databricks.
• Experience with AWS.
• Experience with Tableau, Amazon QuickSight, or another business intelligence platform.
• Experience in the mobile or telecom industry.
• Experience with Python or a 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.