First Advantage

Customer Success Manager

• Act as a liaison to First Advantage's large and strategic screening accounts and internal departments including Sales, Operations, and Billing
• Collaborate daily with Strategic Customer Success Managers and Operations
• Support migration-related activities, current client work, quality control, emails, and special initiatives
• Perform report research and analysis for internal and external customers
• Deliver reports and information requests on time and meet SLAs
• Monitor, enter, update, and close Service Center tickets
• Maintain in-depth knowledge of client verification and processing guidelines
• Prepare, analyze, and determine trends for monthly account reviews
• Keep client fact sheets current and relevant
• Create program overview outline documents for assigned accounts
• Obtain first-hand customer information and recommend improvements to products, services, and reporting
• Perform other duties as assigned by management

Strategic Customer Success Analyst

Researcher

• Travel to assigned courthouses to research and review criminal and/or civil public record information from onsite electronic access court systems
• Perform additional research from applicable websites
• Interpret court records and relevant information from courts and state agencies
• Accurately document, edit, and modify court record search results from courts, agencies, state repositories, and other databases
• Speak directly with courts and state agencies when pursuing additional information and ensuring compliance
• Provide accurate and detailed case information to the CRRG through database integration or email
• Conduct criminal background checks using electronic public access systems at criminal courthouses
• Use public-access criminal court record information via phone, fax, web, and Wi-Fi to conduct criminal history searches
• Verify criminal-record information and forward results by scanning and uploading search results
• Investigate and provide updates on new or improved methods of performing criminal background checks

Court Researcher

Customer Support

• Manage a team of 15–25 Customer Care agents supporting a large client
• Lead day-to-day operations, monitor performance, and handle escalations
• Mentor team members and foster empathy, professionalism, collaboration, and continuous improvement
• Monitor daily work production and flow, maintaining weekly, monthly, and quarterly performance records
• Analyze team performance against service goals and key metrics
• Provide one-on-one feedback, conduct performance evaluations, and implement action plans
• Maintain a customer-centric approach and support de-escalation of customer issues
• Ensure team proficiency with CRM, communication platforms, client-specific databases, and other systems
• Identify knowledge gaps, provide ongoing training, and drive process improvements
• Monitor interactions for quality assurance, policy compliance, and client-specific requirements
• Circulate policy, incentive, technical, product, process, and service updates
• Manage questions and escalations, identify trends, and recommend process improvements
• Track and report customer satisfaction, response times, issue resolution, and process compliance metrics
• Write and deliver performance reviews with accurate performance-management documentation
• Conduct team meetings, recognize successes, motivate the team, and maintain engagement

Supervisor, Global Customer Care

• Lead a team of Customer Success Analysts who support our Client Success Partners and clients worldwide.
• Set the vision and standards for the Customer Success Support team, reframing its purpose from task execution to strategic partnership.
• Design and refine processes, tools, and workflows to increase efficiency, quality, and scalability.
• Coach, mentor, and develop Lead Analysts and Analysts; recognize strong performance; and create clear paths for growth.
• Partner closely with Customer Success Partners to support revenue retention, account growth, and expansion.
• Collaborate proactively across Customer Success, Operations, Product, and other teams, and represent the voice of the client internally.
• Define meaningful metrics, analyze trends, surface insights, and translate them into action.
• Resolve high-stakes client issues and use what you learn to prevent them from recurring.

• Develop clear and thorough sales account plans detailing all relevant information about customers, their industries, and their specific RISK history.
• Track revenue trends and sales opportunities and analyze competitive threats.
• Meet or exceed monthly and annual revenue objectives within a defined list of named accounts.
• Identify additional products or solutions FA can provide.
• Identify required cross functional resources needed to maximize revenue opportunities and penetrate 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 client’s questions or implement solutions in a timely fashion.
• Maintain a current understanding of First Advantage competitor’s 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 client business reviews.
• Document and manage all action/project plans for assigned client base.
• 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 to issues and bring resolution to the issues.
• Update and maintain knowledge of all aspects of customers’ background screening and/or occupational health programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
• Constantly seek, share, and implement best practices.
• 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 internal account team to review program performance.

Customer Success Partner – Technology Vertical

Compliance

• Manage and maintain our Trust Center, ensuring up-to-date, accurate, and transparent security and compliance information is available to customers and partners.
• Support the implementation and ongoing maintenance of the SOX program and other compliance frameworks such as SOC 2, ISO 27001, NIST.
• Assist in the development, documentation, and testing of internal controls to ensure compliance with regulatory and audit requirements.
• Collaborate with cross-functional teams (Security, Identity, Legal, Engineering, Product) to gather evidence, track remediation efforts, and support audit readiness.
• Monitor and assess risks related to compliance and trust and recommend improvements to mitigate those risks.
• Architect and assist in GRC modernization initiatives, supporting automated control management and continuous control monitoring.
• Work directly with regulators and auditors on compliance efforts.
• Contribute to the continuous improvement of compliance processes, tools, and documentation.

Strategic Customer Success Analyst

Court Researcher

Supervisor, Global Customer Care

Customer Success Manager

Customer Success Partner – Technology Vertical

Senior Trust and Compliance Analyst