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About the Role

First Advantage is seeking a Customer Success Partner to provide responsive customer service, establish and maintain effective client relationships, and ensure maximum client satisfaction, retention, and market penetration for their employment screening products and solutions. This role involves monitoring client account activity, proactively addressing issues and opportunities, and promoting sales.

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 (operations, billing, 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
• Maintain activity records in Salesforce CRM
• Manage customer contractual documentation within assigned accounts (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
• Drive negotiation of pricing, terms and conditions

Requirements

• 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

Skills

• Customer service
• Relationship management
• Sales
• Microsoft Office
• Word
• PowerPoint
• Excel
• Teamwork
• Collaboration
• Communication
• Influence
• Strategic thinking
• Organization
• Analysis
• Problem-solving
• Negotiation
• Multitasking

Location

• Atlanta, GA

Work Type

• Full-time
• Hybrid

Experience Level

• 7+ years

Education Level

• Bachelor's degree or equivalent experience

Benefits

• Culture programs
• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program

About the Company

• 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.
• 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.

Equal Opportunity

• 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.