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 modernise 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 establishes and maintains effective customer relationships to ensure maximum client satisfaction, retention and market penetration of FADV employment screening products/solutions for mid-size organizations.
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.
Will 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
Microsoft Office applications including Word, PowerPoint and Excel
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.
Employee Impact Groups
FA Cares volunteer opportunities
Mentorship Advantage Program
SOAR, award‐winning manager development program
Benefits
Professional development opportunities, such as our award‐winning SOAR program
Generous Paid Time Off Program*
Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities*
Competitive advantages (medical, dental, etc.)*
Global Employee Assistance Program (EAP) available to all team members
Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year
Must meet hourly work requirement to be eligible
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.
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