Associate Customer Success Partner at First Advantage in AU_Sydney_Office

Job description

• 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.
• A successful Associate Customer Success Partner (ACSP) provides responsive customer service and establish and maintain effective customer relationships to ensure maximum client satisfaction retention and market penetration of FADV employment screening products/solutions for mid-size organizations. Monitor client account activity, satisfaction levels, and other key indicators for issues and opportunities. Provide support to newly implemented customers to ensure smooth uptake of services and minimize time to value. Proactively pursue solutions to issues or capitalise on opportunities at the earliest possible stages. Maintain all required business records for assigned clients. Promote sales opportunities and track product/revenue trends and competitive threats. Focus on efforts to provide superior service and solutions to both new and existing customers.

Responsibilities

• Relationship Development and Management
• Serve as a primary point of contact for assigned clients.
• Monitor activity, service levels, and client satisfaction to identify issues or opportunities at the earliest possible stages.
• Proactively pursue problem resolution and product/service expansion that maximize customer experience.
• Develop and deliver presentations of FADV products and services.
• Customer Service Excellence
• Work cross-functionally with internal and external partners to achieve client objectives.
• Escalate operational and technical issues to the internal support team. This may relate to operations, billing, and technology.
• Stay focused on issue resolution until fully resolved
• Assist in providing alternative solutions to product concerns
• Quarterly review and reporting on client activity
• Lead client engagement calls and business reviews
• Document and manage all action/project plans within assigned accounts
• Define and utilize key performance metrics
• Track and analyze the progress and overall strategic direction for client accounts.
• Prepare and deliver quarterly (QBR) and annual (ABR) client business reviews as required
• Administrative
• Maintain activity records in Salesforce CRM
• Manage customer contractual documentation within assigned accounts. This may include proposal responses to RFPs, renewals, upsells, MSA’S, schedule As, Statements of Work, SLAs, and SOPs.
• Drive negotiation of pricing, terms and conditions.
• Assist with administrative tasks associated with effective management and support of the customers managed by the AUNZ Customer Success Team, as required

Requirements

• Bachelor’s degree or equivalent experience
• Proven ability to proactively identify and solve complex problems
• Success communicating ideas and presenting and influencing others
• Working in a team environment
• Required: Microsoft Office applications including Word, PowerPoint and Excel
• Required: Work a flexible schedule schedule, approximately 40 hours per week
• Experience in Salesforce or equivalent CRM systems preffered
• Work in a professional account management environment driving revenue growth
• Attending/leading customer meetings
• Exposure to working in a virtual environment
• Feedback, training, methodologies, and product information delivery to management and field staff
• Providing account management experience for technology-based products and services
• Providing account management experience for products and services in the HR Industry

Skills

Preferred

• Salesforce or equivalent CRM systems

Benefits

• 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
• As an award-winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle. Join us and help shape the future of trust, guided by our values:
• Authenticity
• Curiosity
• Integrity
• Teamwork
• Customer-inspired
• Read More
• Be a part of the growth, innovation, and impact we’re building at First Advantage!
• 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
• *Must meet hourly work requirement to be eligible