Manager Customer Success Support
About The Position
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. 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. 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.
Requirements
- 3+ years of Client Success experience or solid sales support experience.
- Experience managing a team or multiple teams.
- Bachelor’s degree or equivalent
Nice To Haves
- 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.
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
Benefits
- 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!
- Professional development opportunities, such as our award-winning SOAR program
- Generous Paid Time Off Program
- Volunteer Time Off (VTO) policy to encourage involvement in philanthropic activities
- Competitive benefits (medical, dental, etc.)
- Global Employee Assistance Program (EAP) available to all team members
- Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year
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What This Job Offers
Job Type
Full-time
Career Level
Manager
