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Title

Customer Success Associate 

About the Organization First Advantage is the world's largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.

Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe and Asia.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

Build and maintain relationships with our clients through pro-active technology enabled engagement. You’re empowered to be the voice of our clients within First Advantage, and you’ll play point on making sure our clients are aware of industry best practices, new strategies to speed up hiring, and legislative changes that help shape how they structure their screening programs.

You’ll also use technology and automation to monitor client account activity, satisfaction levels and other key indicators to drive new solutions, and program updates. Track all client engagemets through CRM tools and promote sales opportunities, and track product/revenue trends, and competitive threats.

Relationship development and management

  • Monitor activity, service levels and client satisfaction to identify issues or opportunities at the earliest possible stages.
  • As clients engage the Select Team you’ll be automatically assigned to play point on reported issues and opportunities.
  • Proactively pursue problem resolution and product/service expansion that maximizes the 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 internal support teams.
  • Assist in providing alternative solutions to product concerns.
  • Work with internal stake holders to help guide enhancements to existing products and or solutions by acting as the voice of our clients.

 

Administrative

  • Maintain activity records in Salesforce.
  • Manage customer contractual documentation within assigned accounts. This may include: proposal responses to RFPs, renewals, upsells, MSA’s, 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 FADV benefits; demonstrate clear knowledge of pricing, procedures and advantages of FADV product/solutions versus competitors.
  • Promote and offer additional FADV products and services.
  • Create unsolicited renewal proposals. This requires clear communication and needs analysis.
  • Drive negotiation of pricing, and terms and conditions.

 

 
Position Requirements

Experience:

Minimum:

  • 3 to 5 year account management, customer service, project management, incident management, or other relevant experience for Account Management positions.
  • Proven ability to proactively identify and solve complex problems through collaborative partnerships.
  • Able to successfully communicating ideas, concepts, and strategies in a clear and concise manner.
  • Ability to thrive in a team environment that focuses on collaboration, idea sharing, and growth.

Education:

Minimum:

  • Bachelor’s degree or equivalent experience.
 
Full-Time/Part-Time Full-Time  
Position Customer Success Manager - Select Advantage Shared Services Team  
Req Number SAL-21-00050  
Open Date 10/18/2021  
Location Remote  

This position is currently accepting applications.

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