Client Relationship Manager

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest asset — 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 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 global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 29 locations with 5,500 employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.
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.
What You'll Do 
The Client Relationship Manager (CRM) liaises with First Advantage's Small Business accounts and various internal departments such as Sales, Operations, Service, Product, and Billing. This individual establishes and maintains effective customer relationships and gains trust and respect. They will ensure that the client relationship and customer satisfaction remain a competitive advantage for First Advantage.
The CRM helps transition customers from the sales and implementation process into the support phase. Responsible for fostering relationships with any of the customers supported by the team. Individual clients are not assigned to specific CRM, as any team member can assist any customer. CRM fosters relationships with customers and provides them with timely value propositions. This propels customers to grow and achieve goals while simultaneously strengthening their relationship with the business.
 Responsibilities:

• Complete all case management-related inquiries assigned within the Salesforce platform while meeting service levels.
• Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records.
• Provide timely follow-up and keep the customers informed about the progress of their requests.
• As needed, perform report research and analysis for internal and external customers.
• Ensure that reports and information requests are delivered on time and that SLAs are met while keeping relevant case information updated within Salesforce.
• Prepare, analyze, and determine trends/reports for on-demand and at-risk client account reviews.
• Enhance client communications by ensuring the accuracy of client fact sheets, job aids and user guides.
• Identify and work with the sales team on the leads to contribute to FA's overall revenue generation and growth.
• Maintain account retention targets.
• Obtain first-hand customer information and make recommendations for improvements to products and services.
• Proactive outreach to clients based on health scores.
• Deliver departmental and customer training as required. Create tools and job aids to ensure that customer needs are met.
• Identify and partner with the leadership team on any product gaps and/or enhancements.
• Hold product demonstrations for customer education.
• Review customer complaints and concerns and seek to improve the customer experience.

What You May Need to be Successful:

• High School Diploma/GED required or equivalent work experience. College Degree preferred.
• 2 or more years of customer service experience, including direct interactions with external customers.
• Strong technology skills. With Salesforce (or equivalent CRM systems), as well as Microsoft Office products (Outlook, PowerPoint, Word, and Excel).

Additional Skills and Knowledge:

• Proven ability to multi-task and manage daily assignments with a sense of urgency to meet client expectations.
• Ability to work in a logical flow to isolate causes of problems and determine potential solutions. Good problem-solving and analytical skills.
• Effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
• Work collaboratively in a team environment while quickly connecting with people, establishing a rapport, expressing empathy, and projecting confidence.
• Handle stressful, rapidly changing situations involving large customers. While working under tight deadlines, competing priorities and requests.
• Excellent knowledge of creating and presenting PowerPoints.
• Exceptional interpersonal skills with strong communication skills, both verbal and written

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!
The salary range for this position is approximately $55,000 to $70,000 annual salary. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.
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