Note: The job is a remote job and is open to candidates in USA. First Advantage is a leading provider of global software and data in the HR technology industry. As the Manager Customer Success Support, you will supervise a team of Customer Success Analysts to ensure timely and accurate completion of work activities while providing excellent customer service and support to clients.
Responsibilities
- Supervise a work team of Customer Success Associates to achieve company and account revenue retention and growth objectives
- Provide training for new and existing CSAs
- Monitor and evaluate daily CSA activities to ensure timely and accurate responses to clients and internal teams
- Compile and analyze team metrics to ensure consistent performance, track trends and communicate findings and suggestions
- Handle second-level escalated issues from clients and employees
- Performance management of employees (assist with performance reviews, PIP’s, etc.)
- Act as a backup for the team for daily activities, as needed
- Handle additional projects/tasks as assigned
Skills
- 3+ years of Client Success experience or solid sales support experience
- Experience managing a team or multiple teams
- Bachelor's degree or equivalent
Benefits
- Ability to work remotely with occasional business travel.
- Medical, Vision, Dental, and supplementary benefit plans
- 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
- Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
- Access to tech and growth opportunities, and leaders who want you to succeed!
- Employee Impact Groups
- FA Cares volunteer opportunities
- Mentorship Advantage Program
- SOAR, award-winning manager development program
Company Overview
First Advantage is a provider of technology solutions for screening, verifications, safety and compliance related to human capital. It was founded in 2003, and is headquartered in Atlanta, Georgia, USA, with a workforce of 5001-10000 employees. Its website is http://www.fadv.com.