[Remote] Manager Customer Success Support

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

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