• As a subject matter expert the Sr. Implementation Consultant will work closely with clients and project managers on project discovery, implementation, change management, and overall knowledge transfer. • Work collaboratively with teams and customers around the globe to implement student receivable and eCommerce solutions offered by Flywire. • Ensure the best possible customer experience for clients by providing product best practices, system training, onsite support, and business process / change management expertise when moving to our baseline product offering. • Develop and maintain complex product documentation, in partnership with product management and engineering, providing internal knowledge transfer and support for relationship management and sales. • Conduct remote and in-person training sessions for client super users and adopters of our enterprise software suite of products along with product specific documentation. • Contribute to product vision by collaborating with customers, implementation teammates, product management, and stakeholders. • Assist with the development of new hire onboarding documentation, training materials, and support for implementation consultants. • Provide mentorship for new hires as they learn about our products, integrations, and implementation policies and procedures. • Assist the Senior Manager for Implementation Consulting with data gathering, analytics, and customer success metrics necessary for meeting our team goals and objectives. • Help contribute to an innovative culture and customer experience every day.

We're hiring a Customer Service Management professional to oversee client interactions, ensure service standards are met, and support a smooth, high-quality experience from first contact through completion. This fully remote role is ideal for someone whos organized, people-focused, and confident managing multiple client needs while working independently. The individual will need to be able to work indepedently while having resources and tools and mentorship. What Youll Do: - Oversee and support client communications and service workflows - Ensure timely responses, follow-ups, and issue resolution - Coordinate details, schedules, and confirmations as needed - Maintain accurate records and service documentation - Provide professional, friendly leadership in client-facing situations What Were Looking For: - Strong communication, organization, and problem-solving skills - Customer service or client management experience (preferred, not required) - Ability to multitask and work independently in a remote setting - Reliable, detail-oriented, and tech-comfortable - Must be a citizen of the US, UK, Mexico, Australia, Spain and LATAM Why This Role Stands Out: - 100% remote flexibility - Training and ongoing support provided - Clear path for growth within a supportive team

• Own full-cycle implementation delivery from kickoff through activation, ensuring alignment between contractual scope, client goals, and technical solution design • Lead discovery and current state assessments, translating client objectives into detailed technical specifications and operational protocols • Design and document complete program architecture, including configuration standards, business logic, operating rules, and adoption pathways • Create and maintain a centralized source of truth outlining solution design, workflows, and reporting structures • Drive cross-functional execution across product, engineering, operations, sales, and client success to ensure on-time delivery and operational readiness • Monitor and report on implementation health, including status updates, risk tracking, and priority dashboards • Serve as a product subject matter expert, understanding PHIL’s platform capabilities, roadmap, integrations, and data workflows • Oversee logging and follow-through on technical requests, ensuring tickets are properly grouped, tracked, and aligned to broader initiatives • Identify opportunities for process improvement, standardization, and efficiency gains in delivery methodology • Influence internal and external stakeholders to resolve complex issues while maintaining scope integrity and project momentum

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. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. 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. What You'll Do: Our Customer Success Director is a member of the Account Management Team. This is a consultative sales and Enterprise level account management position to grow revenue in the most strategic accounts through sales of First Advantage products and solutions within a small number of named accounts under the Retail Vertical. It is anticipated that you will insure and grow this revenue stream via the development and ongoing maintenance of a strategic account plan and the definition of the strategic deployment of resources required to drive the penetration of FA solutions through the enterprise within your assigned accounts, and to maintain the base revenue that is already present in those accounts. Coordinates with client, operations management and technology to ensure service levels are being maintained. While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located in the United States. Responsibilities: Program Management - 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. Administrative - Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals and proposal responses to RFPs. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers. - Manage monitoring and reporting programs for customers. - Perform other duties as assigned What You May Need to be Successful: - Bachelor's degree or equivalent work experience. - 7-10 years proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience. - Proficiency with MS Office applications including Word, PowerPoint, and Excel. - Strong oral and written communication, and interpersonal skills. - Outstanding multi-tasking and time-management abilities. - Excellent organizational, analytical, problem analysis and problem-solving skills - Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity - 40-50 hour work week with additional hours as customers, situations and projects require. Preferred: - 3 years of virtual work experience - Work experience in the professional sales environment is desirable Why First Advantage is Your Next Big Career Move: First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact. 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 $90-110K base annually. 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.United States Equal Opportunity Employment: First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.