Customer Success Associate
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AI Summary
We are seeking an individual located in the UK. This is a Remote work from home position, and individual is required to reside and be authorized to work in the United Kingdom.
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:
The Customer Success Associate will be the key counterpart of the Customer Success Manager. The ideal candidate will have experience in Account Management, Sales, or Customer Service environments, with a proven ability to achieve targets and adhere to service level agreements. They should be comfortable building practical plans to improve client satisfaction and profitability.
Responsibilities:
• Manage day-to-day case inquiries, meeting established service levels
• Provide prompt follow-up and keep customers updated on progress
• Ensure timely delivery of reports and requests, maintaining SLAs
• Handle escalations effectively
• Prepare weekly, monthly, and quarterly reports
• Support supplier relationship management
• Maintain risk logs and account-related tasks
• Conduct regular client calls (weekly, fortnightly, ad hoc)
• Work cross-functionally to meet deadlines
• Resolve client issues and help prevent recurrence
• Maintain the Client Requirement Matrix
• Create and tailor reports for client needs
• Support account management activity and client training
What You May Need to be Successful:
• Strong understanding of client needs and ability to build relationships
• Good communication, presentation, and analytical skills
• Strong organisation and time management
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
Desired Attributes:
• Client-focused mindset
• Strong team player
• Ability to think from the client perspective and suggest improvements
• Self-motivated and able to work independently
Why First Advantage is Your Next Big Career Move
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
- Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.
- Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.
- Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.
- Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews.
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!
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.
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