Associate Customer Success Director

Associate Customer Success Director serves as the secondary level of client engagement escalations. They support the client managers in reinforcing relationships with clients. They act as subject matter experts in service delivery interactions with the clients. They help resolve client’s service delivery issues and streamline client’s PES screening process. They also ensures that client needs are met in a way that both improves customer satisfaction and increase profitability for the company.  What’s in it for you? Join a Global Leader Become part of a dynamic, international culture at one of the world’s top background screening companies—where innovation and integrity drive everything we do. Lead with Impact Take charge of a high-performing regional team of customer success professionals, known for their excellence and competitive edge. Work-Life Harmony Experience true flexibility with our remote-first approach, designed to support seamless work-life integration without compromising productivity or connection. Responsibilities:

• ​​Engages primarily on Client Management deliverables upon account onboarding.​

• Build and maintain relationship with clients. ​

• Second level POC for escalation.​

• Process auditor to the:

• High level update to client on process initiatives/SLA Management provided by Client Managers

• High level action planning with client feedback ​

• Resolves customer service issues, streamline business operations and provide support and product training

• Works with client to resolve complex delivery issues and co-ordinate strategic communication with them​

• Manages the Client Manager forecasts of incoming workload​

• Co-facilitates Monthly/Quarterly contractual meets with clients to discuss performance results​

Qualifications:

• Candidate must possess a Bachelor's Degree or higher, any field.​

• Minimum of 4 years client management experience handling B2B clients

• Managing a regional team is a plus

• Relationship & resource management skills 

• Strong analytical skills (adept in data mining, analysis and presentation) 

• Good business acumen on company’s operations & services 

• Must have a good planning & organizational skills  

• With exemplary communication skills (verbal & written), negotiation/influencing skills 

• Able to build strong relationships at all levels of the organization 

• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management 

• Proficient in MS office 

• Fluency in Cantonese is a plus

• Day shift and remote work arrangement

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.