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 successfu l 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 i ndicators 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 p rovide 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 A s, 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 sch