First Advantage

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 Associate Customer Success Partner serves as a critical member of the Account Management team and is responsible for the retention, expansion, and overall growth of First Advantage ’s enterprise accounts. This role is a consultative sales and account management position focused on driving revenue through the sale of First Advantage products and solutions within a mid size portfolio of named accounts. The Associate CSP will develop, maintain, and execute account plans in close collaboration with internal partners and external customer stakeholders. Success in this role requires ensuring and expanding revenue through effective resource deployment, increased solution penetration across the enterprise, and the preservation of existing base revenue. The Associate CSP partners closely with customers, operations, and technology teams to ensure service levels are met and customer expectations are consistently exceeded. While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located and authorized to work in the United States. Responsibilities: Program Management Develop clear and thorough sales account plans detailing all relevant information about customers, industries, and specific risk history. Track revenue trends, sales opportunities, and analyze competitive threats. Meet or exceed monthly and annual revenue objectives within a defined list of named accounts. Identify, consult and drive the expansion of additional First Advantage product or solutions to fit the customers’ needs Engage internal cross functional resources needed to maximize revenue opportunities and penetrate the 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 clients’ questions or implement solutions in a timely fashion. Maintain a current understanding of First Advantage competitor 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 customer business reviews. 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 of issues, and bring resolution to the issues. Update and maintain knowledge of all aspects of customers’ risk and compliance programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices. Constantly seek, share, and implement best practices through on-going consultation and thought leadership. 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 the internal account teams across multiple services and support teams to review program performance. Administrative Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals while partnering with RFP team for proposal responses to RFPs. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers with the end goal of retention. Manage program compliance monitoring and develop impactful reporting programs for customers to demonstrate value and partnership Perform other duties as assigned. What you'll will need to be Successful: Bachelor's Degree or equivalent 3-5 years proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with executive relationship experience. Work experience in the professional sales environment preferred 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. 30%

CUSTOMER SUCCESS ASSOCIATE 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 A successful Customer Success Associate will act as a primary point of contact for extended service delivery requirements and queries from candidates and customers. This role will be responsible for end-to-end background check processing, customer requirement alignment, candidate communication, document collection, and system update. This role serves as a key liaison between customers and candidates to ensure accurate, compliant, and timely service delivery. Experienced in working targets and adhering to service level agreements. Responsibilities : Perform assigned daily tasks related to customer’s scope of extended services, such as but not limited to system data entry tasks, reviewing and processing of candidate cases and checks; corresponding with customers and/or candidates Manage day-to-day customer interactions, responding to inquiries, and providing timely support to ensure a positive customer experience. Monitor and oversee background screening cases to ensure delivery in accordance with the defined scope of work and Service Level Agreements (SLAs). Provide timely and actionable feedback to relevant internal stakeholders, including Operational Leads and Customer Success Analysts, to drive continuous service improvement and customer success. Receive and fully understand customer background screening requirements Act as the first point of escalation for customer concerns at the case and check level, ensuring issues are addressed promptly and effectively Maintain proactive communication with customers regarding potential service delays, setting expectations in advance, and providing regular updates on resolution plans and timelines. Track ongoing cases, follow up on pending items, and ensure all cases are completed within agreed turnaround times. Identify service risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction. Any other duties and tasks related to customer scope of work What You Will Need to be Successful: Bachelor’s Degree and above or equivalent work experience At least 1-2year(s) experience within a highly customer-focused environment. Experience working to targets and adhering to service level agreements and proven track record of successful achievement in similar roles. Strong communication skills in English (verbal and written) Presentation Skills Able to build strong relationships at all levels of the organization Strong analytical and interpersonal skills (analysis, ability to understand customers’ needs and concerns and presentation) Good business acumen on company’s operations & services Able to plan, organize and prioritize a high level of work Must have strong problem-solving and follow-through skills and be able to work independently and interact with colleagues in the organization. Positive attitude and ability to work under pressure and attend to priorities and timelines. Proficiency in working in a Microsoft Office environment, including Excel, PowerPoint and Word, and Salesforce or any CRM software used. What You May Need to be Successful: Strong customer focus Eagerness to learn and develop a successful career within the business Collaborates positively within and across team Outside-In Thinking: Ability to understand customer perspective and to proactively identify and develop solutions Self-directed Effective time management skills Demonstrate integrity in challenging situations Ability to work productively and independently in a remote location 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

Relationship Management Act as the primary point of contact for assigned customers, both internally and externally, ensuring all communications and needs are addressed effectively. Proactively identify gaps within customer programs and recognize opportunities for improvement to better serve client needs. Clearly communicate the value proposition of FADV, demonstrating a thorough knowledge of pricing, procedures, and competitive advantages. Develop and propose pricing strategies, terms, and conditions for contract renewals, while ensuring all necessary approvals and signatures are obtained. Lead bi-weekly engagement calls with customers and provide thorough meeting recaps to ensure clear communication and follow-up. Service Delivery Actively resolve problems and pursue opportunities for product or service expansion, optimizing the overall customer experience. Collaborate with cross-functional teams to achieve customer objectives and deliver solutions tailored to client needs. Address customer concerns and questions promptly, escalating issues as necessary to ensure resolution. Take full ownership of resolving customer issues, ensuring satisfaction and closure. Offer alternative solutions to address customer concerns and maintain high service standards. Strive to meet or exceed customer satisfaction KPIs, continuously improving customer experience. Business Reviews and Reporting Deliver comprehensive reports and presentations that showcase FADV products and services to clients. Maintain and document open issues logs and project plans to ensure transparency and accountability. Track, measure, and document achievements, risks, and opportunities for strategic alignment for each assigned account. Prepare and deliver quarterly business reviews (QBR) to provide updates and insights to customers. Administrative Ensure all data and forecast updates are completed accurately and on time. Manage customer contract events, ensuring all required documentation is properly completed. Prepare renewal proposals, perform necessary analysis, and secure required approvals for customer accounts. Maintain all necessary business records for each assigned customer, ensuring thorough documentation and compliance. Revenue Quota Achievement Meet or exceed monthly, quarterly, and annual quotas, including targets related to retention, growth, and up/cross selling. We have great people here and are looking for more. Come join us! Follow us: Facebook Instagram LinkedIn X YouTube 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. Originally posted on Himalayas