The Role
Support Customer Success Manager by managing case inquiries, meeting SLAs, preparing periodic reports, handling escalations, coordinating cross-functional teams, maintaining client matrices, and delivering client training and customized reports to improve satisfaction.
Summary Generated by Built In
The CSA I role 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 and will be Customer Success Consultant. They should excel in developing and communicating practical plans to enhance client satisfaction and profitability.
This role offers an opportunity for a motivated individual to contribute to our team’s success by ensuring exceptional service delivery and client satisfaction.
Responsibilities:
This role offers an opportunity for a motivated individual to contribute to our team’s success by ensuring exceptional service delivery and client satisfaction.
Responsibilities:
- Manage day- to day case inquiries, meeting established service levels.
- Provide prompt follow-up and keep customers informed of request progress.
- Ensure timely delivery of reports and information requests, maintaining updated details and meeting SLAs.
- Handle escalations effectively
- Prepare reports on a weekly, monthly and quarterly basis.
- Support supplier relationship management
- Maintain risk logs and manage account related tasks.
- Conduct regular client calls (weekly, fortnightly, ad hoc)
- Collaborate across departments to meet project deadlines.
- Address and resolve client issues and complaints, coordinating with internal teams to prevent recurrence.
- Maintain and update Client Requirement Matrix.
- Propose and create customized reports tailored to client program needs.
- Additional duties related to the management of the account support and client training.
- Understanding of client needs and pain points, with the ability to build trust and empathy.
- Excellent communication, presentation, and analytical skills
- Strong time management and organizational abilities
- Proficiency in Microsoft Office applications, including Excel PowerPoint and word.
- Client-centric mindset with a focus on developing a successful career within the organization.
- Collaborative team player with strong relationship-building skills
- Outside-In Thinking: Ability to think from the client’s perspective and proactively propose solutions.
- Self-motivated and independent
Skills Required
- Experience in Account Management, Sales, or Customer Service environments with ability to meet targets and SLAs.
- Understanding of client needs and pain points, with ability to build trust and empathy.
- Excellent communication, presentation, and analytical skills.
- Strong time management and organizational abilities.
- Proficiency in Microsoft Office applications, including Excel, PowerPoint and Word.
- Ability to handle escalations effectively and resolve client issues.
- Prepare regular reports (weekly, monthly, quarterly) and maintain client-related documentation.
- Client-centric mindset focused on career growth within the organization.
- Collaborative team player with strong relationship-building skills.
- Ability to think from the client's perspective and proactively propose solutions (Outside-In Thinking).
- Self-motivated and independent.
First Advantage Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Advantage and has not been reviewed or approved by First Advantage.
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Retirement Support — A retirement plan is consistently described as part of the core package, including a 401(k) with an employer match and match levels that can be competitive. An Employee Stock Purchase Plan is also referenced alongside retirement, adding another long-term savings vehicle in some regions.
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Leave & Time Off Breadth — Time off is positioned as a meaningful strength, with generous vacation/holiday coverage and policies that can be flexible depending on employee type. Flexible Time Off for salaried roles, accrual-based PTO for hourly roles, and Volunteer Time Off are all cited as available in the broader package.
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Healthcare Strength — Medical coverage appears anchored in a mainstream national network, with Aetna-administered options referenced and broad provider acceptance highlighted. Overall medical coverage is framed as fairly good to very good in quality, even if the exact plan design varies by state and year.
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The Company
What We Do
First Advantage delivers comprehensive background check solutions and insights that enable employers and housing providers to make confident choices, reduce risk, and maintain compliance. With offices in 26 locations and a staff of 4,000+ employees, First Advantage leverages leading technology and the industry’s largest global capabilities to complete background checks in 200+ countries and territories. If you’re looking for employee or tenant background check solutions that enable fast and reliable decision making, we’re your First Advantage. For more detailed information on First Advantage products and services, visit fadv.com.
