Customer Success Consultant (UK)

The role is remote, but the individual must reside in the UK.

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 We Do:

We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster™ First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually.

What You'll Do :

The Customer Success Consultant 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 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.

Key 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.
  
  

Required Skills:

• 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.
  
  

Desired Attributes:

• 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
  
  

100% remote- UK Based. With Ability to travel quarterly as needed for sales kick off and other team events.

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:

• 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
  
  

Our Culture Code

• Do the right thing (honesty, consistency, responsibility)
• Show respect for the individual (an environment of dignity brings out potential)
• Put the client first (outside-in approach)
• Innovate and create (out-of-the-box thinking)
• Collaborate and appreciate one another (team-oriented)
  
  

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!

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing 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 of 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.