Customer Success Director- Technology

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.
We are seeking a Customer Success Director- Technology vertical
Who You Are:
You are self-motivated and ready to “roll up your sleeves." While you are an independent contributor, you are also collaborative. You can spearhead a project and see it through from start to completion.
As a team player, you navigate cross-functional teams and work well with team members in other business units and departments toward a common goal.
An Innovator — you see gaps in current processes or workflows as an opportunity to improve and try something new.
A lifelong learner and always seeking out opportunities to learn and upskill, you understand the importance of thorough and secure screenings and are interested in the Human Capital sector and the confluence of people, process, and technology.
Your Future Team
At First Advantage, our Customer Success team is a dynamic blend of creativity and data-driven insights, designed to empower our post-sales teams to deliver exceptional customer experiences. As a Senior Customer Success Readiness Manager, you'll be an integral part of this team, reporting to the Manager of Sales & Success Readiness. You'll act as a strategic partner, program owner, and mentor, driving behavioral change to benefit both our business and our customers. Our team excels in designing learning programs, creating e-learnings, and supporting transformative initiatives to boost customer satisfaction and retention.
Responsibilities

• Lead strategic activities to ensure our Customer Success teams master the necessary knowledge, tools, and assets to enhance customer relationships with First Advantage solutions.

• Develop and oversee engaging learning sessions and training content, working closely with cross-functional teams such as Product, Marketing, Sales, and Customer Support.
• Identify learning needs and design tailored training sessions, incorporating diverse activities and techniques to enhance the learning experience.
• Contextualize and refine product and marketing messages to align with customer success strategies.
• Design dynamic project roadmaps focused on improving customer outcomes, selecting suitable methodologies and developing contingency plans.
• Collaborate with Customer Success Leadership to foster a coaching culture, improving engagement across Customer Success Managers, Global Renewals, and Advisory Services teams.
• Uphold and share First Advantage's core values across the organization.
   

Background Experience & Competencies

• Experience: A minimum of 5 years in customer-focused roles, including customer success training or support, with at least 2 years in enablement or training at a B2B enterprise tech company.
• Proven track record of enhancing customer satisfaction, retention rates, and overall customer experience.
• Experience in managing customer relationships and achieving retention, growth, and profitability goals.
• Skills: Mastery of excellent communication, project planning, and strategic sales planning. Proficiency with tools like Salesforce, and other relevant platforms.
• Behaviors: Collaborative, customer-centric, data-driven, and goal-oriented, with a strong ability to build cross-functional relationships.
• Knowledge: Deep understanding of organizational offerings, industry segments, customer lifecycle methodology, and success technologies.
• Education: Bachelor’s degree required

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.
Additional benefits offered to our eligible people include:

• 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 8 paid company holidays
• Access to new tech and growth opportunities, and leaders who want to see you succeed!

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!
First Advantage is proud to remove barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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