Associate Customer Success Partner

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 Associate Customer Success Partner (ACSP) provides responsive customer service and establish and maintain effective customer relationships to ensure maximum client satisfaction retention and market penetration of FADV employment screening products/solutions for mid-size organizations. Monitor client account activity, satisfaction levels, and other key indicators for issues and opportunities. Provide support to newly implemented customers to ensure smooth uptake of services and minimize time to value. Proactively pursue solutions to issues or capitalise on opportunities at the earliest possible stages. Maintain all required business records for assigned clients. Promote sales opportunities and track product/revenue trends and competitive threats. Focus on efforts to provide superior service and solutions to both new and existing customers.

Responsibilities:

Relationship Development and Management

• Serve as a primary point of contact for assigned clients.

• Monitor activity, service levels, and client satisfaction to identify issues or opportunities at the earliest possible stages.

• Proactively pursue problem resolution and product/service expansion that maximize customer experience.

• Develop and deliver presentations of FADV products and services.

Customer Service Excellence

• Work cross-functionally with internal and external partners to achieve client objectives.

• Escalate operational and technical issues to the internal support team. This may relate to operations, billing, and technology.

• Stay focused on issue resolution until fully resolved

• Assist in providing alternative solutions to product concerns

Quarterly review and reporting on client activity

• Lead client engagement calls and business reviews

• Document and manage all action/project plans within assigned accounts

• Define and utilize key performance metrics

• Track and analyze the progress and overall strategic direction for client accounts.

• Prepare and deliver quarterly (QBR) and annual (ABR) client business reviews as required

Administrative

• Maintain activity records in Salesforce CRM

• Manage customer contractual documentation within assigned accounts. This may include proposal responses to RFPs, renewals, upsells, MSA’S, schedule As, Statements of Work, SLAs, and SOPs.

• Drive negotiation of pricing, terms and conditions.

• Assist with administrative tasks associated with effective management and support of the customers managed by the AUNZ Customer Success Team, as required

What You Will Need to be Successful:

• Bachelor’s degree or equivalent experience

• Proven ability to proactively identify and solve complex problems

• Success communicating ideas and presenting and influencing others

• Working in a team environment

• Required: Microsoft Office applications including Word, PowerPoint and Excel

• Required: Work a flexible schedule schedule, approximately 40 hours per week

• Experience in Salesforce or equivalent CRM systems preffered

What You May Need to be Successful:

• Work in a professional account management environment driving revenue growth

• Attending/leading customer meetings

• Exposure to working in a virtual environment

• Feedback, training, methodologies, and product information delivery to management and field staff

• Providing account management experience for technology-based products and services

• Providing account management experience for products and services in the HR Industry

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

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!

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.