• Comply with all CDK Global policies and procedures • Complete all required compliance tasks and acknowledge receipt • Meet or exceed all performance expectations • Travel up to 50% of the time • Drive up to 25% of the time • Manage issues and direct customers to appropriate support resources • Help customers define their strategy for CDK solutions: work with customers to ensure they understand CDK products and how to best use them to meet their individual needs and goals • Maintain established relationships with dealership leadership • Demonstrate expertise in CDK products, establishing a reputation as a trusted advisor • Assess dealership risk factors, identify risk mitigation strategies to ensure continued success of CDK applications and new opportunities for layered applications • Prepare client-specific reports and presentations aimed at educating and driving growth within the client organization • Identify opportunities and develop a plan to meet dealership staff training needs • Collaborate with Sales to become a key asset in growing CDK business with the client • Identify and successfully implement retention strategies for “at-risk” customers • Develop a productive working relationship with senior CSMs; provide occasional assistance to senior CSMs as needed • Solicit and listen to feedback • Use Totango to document conversations and value-added engagements with dealer partners.

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes • Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria • Drive adoption and value realisation, including AI‑driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI • Build trusted‑advisor relationships, demonstrating a strong understanding of Dutch business culture and customer expectations • Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA • Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers • Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends • Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact • Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps • Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience • Support customers through go‑live and post‑go‑live phases, building confidence and momentum as they mature in their use of the platform • Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio • Travel up to 25–30%, to support customer success activities

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.

Title: Customer Success Enablement Specialist Location: New York City Metropolitan Area Department: Customer Experience – Customer Experience Full Time / Hybrid HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We are seeking a Customer Success Enablement Specialist to support workforce readiness for our Customer Success organization by designing, building, and delivering impactful enablement programs aligned to customer adoption, retention, and lifecycle success. This role plays a critical part in equipping Customer Success teams with the knowledge, skills, tools, and resources needed to effectively guide customers through adoption, strengthen engagement, resolve challenges, and drive long-term customer value. The ideal candidate will partner closely with Customer Success Leadership, Product, Operations, Customer Experience, and Learning & Development to operationalize scalable enablement initiatives that improve team readiness, customer outcomes, and retention success. This is a highly cross-functional role focused on bridging product knowledge, customer lifecycle strategies, operational workflows, and customer-facing skill development to elevate customer success performance. This is a hybrid position, with an expectation to report to the Midtown Manhattan, NYC office 3 days/week (typically Tues/Wed/Thurs). To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Essential Job Duties Customer Success Onboarding and Ramp Enablement - Partner with Customer Success leadership to identify capability gaps and enablement priorities. - Design onboarding and ramp programs that accelerate new hire readiness. - Build role-based learning pathways aligned to customer lifecycle ownership and engagement expectations. - Develop certification checkpoints and reinforcement programs to strengthen capability growth. Product Adoption & Customer Lifecycle Enablement - Partner with Product and cross-functional teams to translate new features, releases, and workflow updates into actionable Customer Success enablement. - Develop enablement materials including: - Adoption playbooks - Lifecycle engagement guides - Escalation handling frameworks - Product messaging guides - Customer conversation resources - Success planning templates - Ensure teams are prepared to support product adoption and ongoing customer engagement. Customer Success Skills Development Design enablement around: - Adoption conversations - Success planning - Renewal readiness - Escalation management - Consultative customer conversations - Risk identification - Health signal interpretation - Expansion opportunity awareness - Stakeholder communication Performance Support & Coaching - Partner with Customer Success managers to reinforce learning through coaching frameworks and performance support. - Develop tools that help leaders coach effectively and consistently. - Partner with CS leadership on skill reinforcement and behavioral adoption. Learning Experience Design & Delivery - Design and develop engaging learning experiences, including: - Instructor-led workshops. - eLearning modules. - Scenario-based training and role-play exercises. - Facilitate live and virtual training sessions focused on real-world application. - Deliver reinforcement programs to support knowledge retention and behavior change. Content Alignment - Partner with internal teams the development and maintenance of a centralized internal resource hub. - Ensure enablement content is accurate, accessible, and aligned with current product and process updates. - Partner with cross-functional teams to continuously improve content quality and usability. Program Measurement & Continuous Improvement - Support reporting and analysis of enablement effectiveness using metrics such as: - Time-to-productivity - Customer adoption indicators - Escalation reduction - CSAT/NPS influence - Retention support metrics - Manager feedback - Learner engagement - Gather insights from stakeholders and frontline teams to continuously improve enablement programs. - Support alignment of enablement efforts to business goals, including customer adoption and satisfaction. Learning Technology & Program Operations - Leverage LMS and learning tools to manage enablement programs, assign learning paths, and track completion. - Maintain and organize enablement content to ensure ease of access and usability. Other Job Duties - Other duties as assigned by supervisor or HHAeXchange leader. Travel Requirements - Travel 10%-25%, including overnight travel Required Education, Experience, Certifications and Skills - Bachelor’s degree in business administration, Education, or a related field. - 3–5 years of experience in enablement, training, learning and development, or internal education programs within SaaS or technology organizations. - Experience supporting Customer Success, Account Management, Customer Experience, or post-sale SaaS teams. - Familiarity with customer lifecycle management concepts. - Understanding of SaaS adoption and retention strategies. - Experience enabling customer-facing teams in dynamic environments. - Proven ability to design and deliver impactful enablement programs that improve performance outcomes. - Strong instructional design and facilitation skills. - Experience translating complex product or process information into clear, actionable learning. - Experience working cross-functionally with Product, Customer Experience, and Operations teams. - Familiarity with LMS platforms and learning technologies. - Strong written and verbal communication skills with the ability to facilitate training sessions and present information clearly. - Highly organized with strong attention to detail and the ability to manage multiple projects in fast-paced environments. - Demonstrates a high level of integrity, accountability, and collaboration. - We encourage individuals who are passionate about this role to apply, even if they do not meet all listed requirements. The base salary range for this US-based, full-time, and exempt position is $90,000 - $100,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values. This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs. HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.