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 employeesspanning 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) providesresponsive customer service and establishand maintain effective customer relationships to ensure maximumclient satisfaction retention and market penetration of FADV employment screening products/solutions for mid-size organizations. Monitor client account activity, satisfaction levels,and other key indicatorsfor 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 capitaliseon opportunities at the earliest possible stages. Maintain all required business records for assigned clients. Promote sales opportunities andtrack product/revenue trends and competitive threats. Focus on efforts to providesuperior service and solutions to both new and existing customers.
Responsibilities:
Relationship Development and Management
- Serve as a primarypoint of contact for assigned clients.
- Monitor activity, service levels,and client satisfaction to identifyissues or opportunities at the earliest possible stages.
- Proactively pursue problem resolution and product/service expansion that maximizecustomer 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
- Assistin 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 utilizekey 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 includeproposal responses to RFPs, renewals, upsells, MSA’S, schedule As, Statements of Work, SLAs, and SOPs.
- Drive negotiation of pricing,termsand conditions.
- Assistwith 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 identifyand solve complex problems
- Success communicating ideas and presenting and influencing others
- Working in a team environment
- Required: Microsoft Office applications including Word, PowerPointand Excel
- Required: Work a flexible schedule schedule, approximately 40 hoursper week
- Experience in Salesforce or equivalent CRM systems preffered
What You May Need to be Successful:
- Work in a professional account managementenvironment 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.
FirstAdvantage 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.