Job Description
CUSTOMER SUCCESS PARTNER
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 PARTNER will play a key role in business development of assigned local, regional and/or global accounts, building solid relationships at those client organizations. It is also expected from the role to meet profit requirements by renewing, upselling, and growing accounts, and to ensure effective management of workflow and communication to ensure client satisfaction and adherence to Service Level. This role is required to partner and work closely with key stakeholders both locally, regionally and globally.
Responsibilities:
- Build, maintain, and execute and Account Strategy covering customer satisfaction and business growth objectives for each account.
- Maintain an accurate forecast for incoming and outgoing revenues within your book of business.
- Document all customer interactions and activities in Salesforce and internal applications where applicable, as well as opportunities and risks.
- Develop second-tier clients into key accounts.
- Monitor and be aware of competitors’ product and service strategies.
- Serve as the primary point of contact for all strategic matters related to assigned global and regional accounts.
- Coordinate and align with internal stakeholders across regions (APAC primarily, with occasional collaboration across EMEA, US, and LATAM).
- Navigate and manage complex client structures, including global escalation paths and issue resolution frameworks.
- Lead regular account reviews, ensuring service delivery meets contractual expectations and performance metrics.
- Collaborate with internal teams (Operations, Compliance, Product, Finance, and Sales) to ensure a unified approach to client management and solutions delivery.
- Proactively identify opportunities for account expansion and service optimization.
- Present confidently to senior and C-level stakeholders across various regions and cultures.
What You Will Need to be Successful:
- Bachelor’s degree in Business or equivalent
- Minimum of 5 years working experience
- Preferably 2+ years of experience in account management or client success roles
What You May Need to be Successful:
- Proven experience working within or managing accounts for multinational corporations (MNCs).
- Strong understanding of MNC structures, communication protocols, and escalation matrices.
- Exceptional interpersonal and communication skills, with experience engaging and influencing C-level executives across countries and cultures.
- High degree of problem-solving ability and strategic thinking.
- Comfortable managing priorities across APAC, and occasionally engaging with stakeholders from EMEA, US, and LATAM.
- Preferably has prior regional exposure; if not, must be willing and comfortable collaborating with diverse internal and external stakeholders across regions (APAC primarily, with occasional collaboration across EMEA, US, and LATAM).
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 include:
- Competitive Salary Package
- Remote work set up
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!
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We have great people here and are looking for more. Come join us!
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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.