Job Description

About the role:

As the Manager Customer Success, you will be responsible for supervising a team of Client
Success Associates (CSA) 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 Client Success personnel within an
assigned Industry Vertical dealing 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 customer service to their clients. 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.

This Is What You’ll Do:

• Supervise a work team of Client 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.)
• Escalate issues to Client Success Leader (CSL) and/or CSP, as appropriate.
• 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.

This Is What We're Looking For:

• 5+ years of Client Success experience or solid sales support experience.
• Experience managing a team or multiple teams.
• Bachelor’s degree or equivalent experience

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.