Customer Success Partner, Gig

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 Customer Success Partner will provide responsive customer service and establish and maintain effective customer relationships to ensure maximum client satisfaction retention and market penetration of First Advantage and National Crime Check employment screening products/solutions for mid-size organizations. Monitor client account activity, satisfaction levels, and other key indicators for issues and opportunities. Proactively pursue solutions to issues or capitalize on opportunities at the earliest possible stages. Maintain all required business records for assigned clients. Promote sales opportunities, 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 the 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 First Advantage and National Crime Check 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. 

Administrative 

• Maintain activity records in Salesforce CRM. 

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

​Upselling products and services 

• Attain monthly, quarterly, and annual quota within a defined list of accounts. 

• Articulate First Advantage and National Crime Check benefits; demonstrate clear knowledge of pricing, procedures and advantages of First Advantage and National Crime Check product/solutions versus competitors. 

• Promote and offer additional First Advantage and National Crime Check products and services. 

• Create unsolicited renewal proposals. This requires clear communication and needs analysis. 

• Drive negotiation of pricing, terms and conditions. 

What You Will Need to be Successful: 

• Bachelor’s degree or equivalent experience. 

• Minimum of 7+ years of experience in trust & safety, risk operations, compliance, fraud, vendor operations, program management, or scaled customer operations within high-volume environments 

• Microsoft Office applications including Word, PowerPoint, and Excel. 

• Work on a flexible schedule, 40-50 hours per week. Some positions may require up to 30% of travel. 

• Strong teamwork and collaboration with an outgoing personality. 

• Ability to influence others through strong verbal and written communication. 

• Strategic mindset; Self-directed, organized, analytical, problem analysis/solving. 

• Ability to work under pressure, organize and prioritize responsibilities and client requests. 

• Ability to build relationships, communicate effectively, persuade, influence, negotiate and establish mutually agreeable expectations. 

• Committed to service in a highly competitive industry. 

• Diligent, resourceful, versatile, and able to multitask. 

• Interested in working in a fast-paced, dynamic start-up environment. 

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!