First Advantage

• Documenting and designing business processes within our systems. • Assessing the impact on core data and operations. • Providing quick and accurate evaluations of business processes for different teams. • Collaborating with stakeholders to develop and enhance Salesforce solutions. • Creating and implementing innovative IT proof-of-concepts aimed at improving KPIs and ROI.

• Lead a team of Customer Success Analysts who support our Client Success Partners and clients worldwide. • Set the vision and standards for the Customer Success Support team, reframing its purpose from task execution to strategic partnership. • Design and refine processes, tools, and workflows to increase efficiency, quality, and scalability. • Coach, mentor, and develop Lead Analysts and Analysts; recognize strong performance; and create clear paths for growth. • Partner closely with Customer Success Partners to support revenue retention, account growth, and expansion. • Collaborate proactively across Customer Success, Operations, Product, and other teams, and represent the voice of the client internally. • Define meaningful metrics, analyze trends, surface insights, and translate them into action. • Resolve high-stakes client issues and use what you learn to prevent them from recurring.

• Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels. • Ensure that all customer interactions are handled efficiently and effectively. • Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. • Provide timely follow-up to customers, keeping them informed about the progress of their requests. • Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs). • Identify and collaborate with the sales team on leads to contribute to the organization’s overall revenue generation and growth. • Maintain account retention targets by developing and nurturing relationships with key decision-makers. • Obtain first-hand customer information and make recommendations for improvements to products and services.

• Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. • Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. • Determine the purpose of each contact through targeted questions, as no scripts are used. • Resolve customer issues quickly and accurately by utilizing information within various business applications. • Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. • Manage and de-escalate customer frustrations effectively. • Document all interactions in Company systems promptly and accurately. • Follow up with internal teams as needed by using email and case notes in the CRM. • Participate in required training to enhance customer support and stay informed about system updates or product changes. • Contribute to the company’s knowledge reference center by helping enhance resources for future cases. • Manage your work pace and quality to meet performance goals.

• Develop clear and thorough sales account plans detailing all relevant information about customers, their industries, and their specific RISK history. • Track revenue trends and sales opportunities and analyze competitive threats. • Meet or exceed monthly and annual revenue objectives within a defined list of named accounts. • Identify additional products or solutions FA can provide. • Identify required cross functional resources needed to maximize revenue opportunities and penetrate market with FA products and solutions. • Clearly demonstrate your understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate First Advantage benefits in a manner meaningful to a customer, as well as answer client’s questions or implement solutions in a timely fashion. • Maintain a current understanding of First Advantage competitor’s offerings (i.e., price, product, service, or solution) so that you can effectively sell the advantages of First Advantage over those offered by its competitors. • Prepare and deliver quarterly and annual client business reviews. • Document and manage all action/project plans for assigned client base. • Analyze trends and make recommendations on potential changes to customer programs. • Intervene as required to ensure customer satisfaction. • Provide solutions to business problems analyzing root causes to issues and bring resolution to the issues. • Update and maintain knowledge of all aspects of customers’ background screening and/or occupational health programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices. • Constantly seek, share, and implement best practices. • Establish and maintain excellent customer relationships at all levels to provide superior service and solutions. • Manage customers with clear communication and needs analysis. • Provide internal leadership in a heavily matrixed environment managing several cross functional resources. • Partner with internal account team to review program performance.

• Handle approximately 35-50 inbound phone calls per day. • Take concise, accurate notes on customer needs and experiences. • Recommend appropriate fingerprinting or identity services for caller’s requirements. • Provide Tier 1 (basic) technical support to users of the First Advantage Biometrics kiosks. • Use provided tools to submit technical support requests to Tier 2 and 3 technical support groups.

• Global Contract Specialist will manage the entire lifecycle of company client and vendor contracts (from the initial request to final signature and distribution). • Ensure adherence to the organization’s policies, procedures and requirements. • Serve as the liaison between sales, procurement, and multiple stakeholders in the First Advantage global organization. • Work as contractual subject matter expert to ensure specified contract redlines are approved by all necessary parties with complying with business, operational and regulatory requirements. • Manage all standard agreements and documentation requirements and ensure the accuracy and completeness of all company contracts prior to finalization. • Assist sales and procurement with assembly of all necessary documentation to meet requirements of specialized services. • Support client negotiations and work as the liaison between sales/procurement, global operations and legal. • Draft routine contract language within given parameters and manage SLA requirements. • Conduct contractual document administration, maintenance and renewal reminder according to contract management database requirements. • Deliver contract management related knowledge and refresher sessions. • Support in company or strategic projects from contract management perspective. • Support corporate in-house counsel. • Responsible for the development and provides direct supervision to entry level professional individual contributors (e.g., Administrative Assistant or Associate Accountant).

• Manage and maintain our Trust Center, ensuring up-to-date, accurate, and transparent security and compliance information is available to customers and partners. • Support the implementation and ongoing maintenance of the SOX program and other compliance frameworks such as SOC 2, ISO 27001, NIST. • Assist in the development, documentation, and testing of internal controls to ensure compliance with regulatory and audit requirements. • Collaborate with cross-functional teams (Security, Identity, Legal, Engineering, Product) to gather evidence, track remediation efforts, and support audit readiness. • Monitor and assess risks related to compliance and trust and recommend improvements to mitigate those risks. • Architect and assist in GRC modernization initiatives, supporting automated control management and continuous control monitoring. • Work directly with regulators and auditors on compliance efforts. • Contribute to the continuous improvement of compliance processes, tools, and documentation.

• Design and Develop software applications and solutions based on documented business and system requirements. • Write, edit, and debug code for assigned projects. • Understand how applications operate, are structured, and how customers use them • Provide assistance to the testing team and support personnel as needed to resolve application issues. • Respond promptly and professionally to bug reports. • Assist and mentor junior developers on technical patterns and coding challenges. • Review designs and code and provide feedback and guidance. • Take ownership of the delivery schedule and quality of work. • Provide input and estimates about the effort required to build desired functionality. • Design applications for stability, scalability, and performance. • Design solutions to problematic programming. • Use Test-driven Development (TDD) techniques to specify a detailed, executable design for your solution

Job Title: Manager Customer Success Support Location: US_Remote time type Full time job requisition id R10108 Job Description: Location: This role is a remote position; individual must be authorized and working from the United States. 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: As the Manager Customer Success Support, you will be responsible for supervising a team of Customer Success Analysts (CSA) and Lead Customer Success Analysts to ensure timely and accurate completion of all work activities. The CSS will be responsible for the day to day management of a team of Customer Success personnel with inquiries and assisting the Client Success Partner (formerly Account Management) team. The CSS will be organized with strong leadership capabilities to supervise, guide and motivate team members to work together and ensure they are delivering excellent and timely support. Our primary goal is to provide hiring peace of mind by delivering a simple, smarter background screening and onboarding experience for employers worldwide, and we'd be honored if you'd join us. Responsibilities: - Supervise a work team of Customer Success Associates to achieve company and account revenue retention and growth objectives. - Provide training for new and existing CSAs. - Monitor and evaluate daily CSA activities to ensure timely and accurate responses to clients and internal teams. - Compile and analyze team metrics to ensure consistent performance, track trends and communicate findings and suggestions. - Handle second-level escalated issues from clients and employees. - Performance management of employees (assist with performance reviews, PIP’s, etc.) - Act as a backup for the team for daily activities, as needed. - Handle additional projects/tasks as assigned This Is The Job For You If You Can: - Commit to delivering excellent customer service to achieve a high level of customer satisfaction and partnership. - Foster and participate in a team environment - Train, supervise, mentor and motivate employees. - Maintain confidentiality of employee and company information. - Demonstrate excellent oral and written communication skills and phone etiquette. - Guide employees with performance management. - Prioritize and solve problems while demonstrating attention to detail. - Multitask and remain calm and professional under pressure. - Think creatively and provide real-time problem or issue resolution. - Develop and grow cross-departmental relationships to build a strong internal network. What You Will Need to be Successful - 3+ years of Client Success experience or solid sales support experience. - Experience managing a team or multiple teams. - Bachelor’s degree or equivalent 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 Additional benefits offered to our eligible people include: - Ability to work remotely with occasional business travel. - Medical, Vision, Dental, and supplementary benefit plans - 401k with an employer match, and an Employee Stock Purchase Plan (ESPP) - Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays - Access to tech and growth opportunities, and leaders who want you to succeed! 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! The salary range for this position is approximately $85-95k. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process. #LI-Remote 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.