First Advantage

Implementation Specialist

• Lead complex enterprise implementations across the First Advantage product portfolio from discovery and solution design through configuration, testing, go-live, stabilization, and transition to Customer Success
• Translate customer business and technical requirements into scalable, supportable solutions
• Lead discovery, explain trade-offs and constraints, and guide customers toward best-practice decisions
• Build and govern customer-centric implementation plans covering scope, milestones, owners, dependencies, risks, decisions, and success measures
• Negotiate scope, priorities, timelines, responsibilities, and solution choices with customers and internal stakeholders
• Orchestrate delivery across Sales, Product, Technology, Operations, Customer Success, ATS/HRIS partners, and customer teams
• Resolve blockers and hold stakeholders accountable
• Lead integration planning, configuration, and pre- and post-production testing
• Drive progress toward go-live and first revenue while managing scope creep, delivery risk, customer dependencies, and recovery plans
• Mentor peers and support their growth in implementation leadership, customer engagement, and problem-solving
• Improve implementation playbooks, reusable solutions, and delivery processes using lessons learned and customer insights

Senior Professional Services Manager – Implementation Manager

Customer Success Manager

• Grow revenue in strategic named accounts through sales of First Advantage products and solutions
• Develop and maintain strategic account plans and define resource deployment to increase enterprise penetration
• Maintain existing account revenue
• Coordinate with customers, operations management, and technology to maintain service levels
• Develop sales account plans with customer, industry, risk-history, revenue, opportunity, and competitive information
• Track revenue trends, sales opportunities, and competitive threats
• Meet or exceed monthly and annual revenue objectives
• Identify additional products and solutions for customers
• Identify cross-functional resources needed to maximize revenue opportunities
• Explain First Advantage pricing, procedures, organization, and benefits to customers
• Monitor competitor offerings and articulate First Advantage advantages
• Prepare and deliver quarterly and annual client business reviews
• Document and manage client action and project plans
• Analyze trends, recommend program changes, intervene to ensure customer satisfaction, and resolve root-cause issues
• Maintain knowledge of customer background screening and occupational health programs, configurations, pricing, procedures, and adjudication matrices
• Share and implement best practices
• Build customer relationships and provide service and solutions
• Lead internally in a matrixed environment across cross-functional resources
• Partner with the internal account team to review program performance
• Manage MSAs, Schedule As, Statements of Work, SLAs, and SOPs
• Manage contract renewals and RFP proposal responses
• Develop and deliver unsolicited renewal proposals and value propositions
• Manage customer monitoring and reporting programs
• Perform other duties as assigned

Senior Customer Success Partner – HealthCare Vertical

• Provide responsive customer success support and maintain effective customer relationships
• Monitor client account activity, satisfaction levels, service levels, and key indicators
• Proactively resolve issues and pursue product or service expansion opportunities
• Serve as primary point of contact for assigned clients
• Develop and deliver presentations of FADV products and services
• Work cross-functionally with internal and external partners to achieve client objectives
• Escalate and resolve operational, billing, and technical issues
• Lead client engagement calls, quarterly business reviews, and annual business reviews
• Document and manage action and project plans within assigned accounts
• Define and utilize key performance metrics
• Track and analyze account progress and strategic direction
• Maintain activity records in Salesforce CRM
• Manage customer contractual documentation, including RFPs, renewals, upsells, MSAs, Schedules A, Statements of Work, SLAs, and SOPs
• Attain monthly, quarterly, and annual quota within assigned accounts
• Promote additional FADV products and services and create renewal proposals
• Negotiate pricing, terms, and conditions

Manager

• Own the intake, prioritization, and delivery of Salesforce data changes, including record creation, updates, deletions, merges, ownership reassignments, bulk loads, and enrichment refreshes.
• Manage the data team's Jira Service Management queue, including triage, priority definitions, service levels, and weekly throughput.
• Lead acquisition and platform data migrations into Salesforce, including field mapping, validation, and reconciliation.
• Serve as the primary point of contact for Revenue Operations, Sales Operations, Marketing Operations, and Finance on Salesforce data requests.
• Gather requirements, confirm scope, set expectations, and communicate completion.
• Publish weekly data operations summaries covering data hygiene work, sales-blocking items, and decision risks.
• Communicate with director-level stakeholders during US Eastern business hours.
• Apply and enforce master data standards for Accounts, Contacts, and account hierarchies.
• Operate enrichment and deduplication processes using ZoomInfo, DemandTools, Data Loader, and Workbench, with documented rules and audit trails.
• Maintain stewardship procedures, runbooks, and field definitions.
• Own operational data quality reports and dashboards tracking completeness, duplication, and standards compliance.
• Convert data quality findings into remediation plans with owners and dates, and report results to stakeholders.
• Manage, coach, and develop data stewards, data engineers, and the data analyst.
• Set weekly priorities, review deliverables, remove blockers, and participate in hiring, interviews, scorecards, and onboarding.
• Build team capability in SQL, Salesforce data tools, and requirements analysis.

Salesforce Data Quality Manager

• Act as the primary point of contact for assigned customers, internally and externally
• Identify gaps in customer programs and opportunities for improvement
• Communicate FADV’s value proposition, pricing, procedures, and competitive advantages
• Develop pricing strategies, terms, and conditions for contract renewals and obtain approvals and signatures
• Lead bi-weekly customer engagement calls and provide meeting recaps
• Resolve problems and pursue product or service expansion opportunities
• Collaborate with cross-functional teams to achieve customer objectives
• Address, escalate, and own customer issues through resolution and closure
• Provide alternative solutions and improve customer experience
• Meet or exceed customer satisfaction KPIs
• Deliver reports and presentations on FADV products and services
• Maintain open issue logs, project plans, business records, and account documentation
• Track and document account achievements, risks, and opportunities
• Prepare and deliver quarterly business reviews
• Complete data and forecast updates accurately and on time
• Manage customer contract events and documentation
• Prepare renewal proposals, perform analysis, and secure approvals
• Meet or exceed monthly, quarterly, and annual retention, growth, and up/cross-selling quotas

Associate Customer Success Partner

• Grow revenue in strategic named accounts through sales of First Advantage products and solutions
• Develop and maintain strategic account plans and define resource deployment to increase enterprise penetration
• Maintain existing account revenue
• Coordinate with clients, operations management, and technology to maintain service levels
• Develop sales account plans detailing customer, industry, risk history, revenue trends, opportunities, and competitive threats
• Meet or exceed monthly and annual revenue objectives
• Identify additional products, solutions, and cross-functional resources to maximize revenue opportunities
• Explain First Advantage pricing, procedures, organization, and benefits to customers
• Maintain knowledge of competitor offerings and effectively communicate First Advantage advantages
• Prepare and deliver quarterly and annual client business reviews
• Document and manage action and project plans
• Analyze customer-program trends and recommend changes
• Intervene to ensure customer satisfaction and resolve business problems through root-cause analysis
• Maintain knowledge of customers' background-screening and/or occupational-health programs, configurations, pricing, procedures, and adjudication matrices
• Establish customer relationships at all levels and provide internal leadership in a matrixed environment
• Partner with internal account teams to review program performance
• Manage contractual documentation, renewals, RFP responses, and unsolicited renewal proposals
• Manage customer monitoring and reporting programs
• Perform other duties as assigned

Customer Success Partner

Application Engineer

• Deliver exceptional customer service to First Advantage clients and provide technical and application support to first-line Customer Support
• Develop and maintain a knowledge base to enhance incident resolution rates for First Advantage products and services
• Escalate issues to implementation teams as necessary
• Contribute to best practices for Incident, Problem, Request, and Event Management
• Maintain communication and collaboration with business teams to provide timely updates
• Review and analyze incidents to identify problems, workarounds, fixes, and improvement opportunities
• Apply Incident, Problem, Request, and Event Management best practices while meeting KPIs and SLAs
• Keep technical and application skills current through training and literature
• Share knowledge with others as needed

Senior Application Support Engineer

Contract Specialist

• Manage the entire lifecycle of company client and vendor contracts from initial request through final signature and distribution
• Ensure contracts adhere to organizational policies, procedures, and requirements
• Serve as contractual subject matter expert and ensure contract redlines receive necessary approvals
• Manage standard agreements and documentation requirements and ensure contract accuracy and completeness
• Assist sales and procurement with required documentation for specialized services
• Support client negotiations and liaise among sales/procurement, global operations, and legal
• Represent First Advantage with legal on client and vendor calls
• Draft routine contract language within defined parameters and manage SLA requirements
• Administer, maintain, and track renewal reminders for contractual documents in the contract management database
• Deliver contract management knowledge and refresher sessions
• Support company or strategic projects from a contract management perspective
• Support corporate in-house counsel
• Develop and directly supervise entry-level professional individual contributors
• Collaborate with other First Advantage business groups to support business performance

Senior Global Contract Specialist

Researcher

• Travel to assigned courthouses to research and review criminal and/or civil public record information from onsite electronic access court systems
• Perform additional research as required from applicable websites
• Interpret court records and relevant information from courts and state agencies
• Accurately document, edit, and modify court record search results from courts, agencies, state repositories, and other databases
• Speak directly with courts and state agencies when pursuing additional information to ensure compliance
• Provide accurate and detailed case information to the CRRG through database integration or email
• Conduct criminal background checks using various electronic public access systems at criminal courthouses
• Use public access criminal court record information via phone, fax, web, or Wi-Fi to conduct criminal history searches
• Verify criminal record information and forward results by scanning and uploading search results
• Investigate and provide updates on new or improved methods for performing criminal background checks

Court Researcher

• Develop individualized client strategies to retain and grow existing business
• Provide strategic client direction and build and maintain new and existing client relationships
• Work with the implementation team to ensure client projects are executed consistently and meet mutually agreed-upon terms and conditions
• Design, develop, and implement a comprehensive strategy and operating plan for the Customer Services and Account Management organizations
• Retain and grow existing business by increasing account profitability, setting strategic direction, and expanding revenue across the mid-market client base
• Meet or exceed quotas, revenue growth, client satisfaction, and inventory workflow management metrics
• Develop and manage a revenue pipeline strategy to achieve growth targets within the existing client base
• Lead the transformation into a proactive, customer-centric team of trusted advisors using a solutions-based sales approach
• Understand key clients’ strategic priorities and initiatives, articulate business goals, and align execution with performance metrics and KPIs
• Oversee daily operations of the Account Management team
• Build capabilities and skills to attract, develop, and retain talent delivering an exceptional client experience
• Leverage retention, upsell, and benchmarking best practices to drive operational efficiency and sustainable account growth

VP, Customer Success

Data Analyst

• Apply experience with Sales Cloud, Revenue Cloud, and Service Cloud to analyze data involving accounts, contacts, opportunities, and other critical business data entities and processes
• Translate business requirements and data-quality concerns into meaningful analysis, reports, dashboards, and recommendations
• Develop queries and analytical datasets using appropriate Salesforce reporting, querying, and analytical tools
• Analyze Salesforce data to identify inaccurate, incomplete, duplicate, inconsistent, or outdated records
• Monitor data-quality metrics and trends across Sales Cloud, Revenue Cloud, and Service Cloud
• Develop and maintain recurring data-quality reports, dashboards, and scorecards
• Investigate data anomalies and exceptions and determine their potential business impact
• Perform root-cause analysis to distinguish between data-entry issues, process deficiencies, system configuration issues, integration problems, and other sources of data-quality degradation
• Partner with Salesforce Data Stewards to validate issues, prioritize remediation, and track resolution
• Identify emerging data-quality risks before they materially affect business operations or reporting
• Conduct data profiling and analysis to support data-quality initiatives, audits, and remediation projects
• Establish and maintain data-quality measurements and thresholds with the Data Quality Manager
• Reconcile Salesforce data with other systems when discrepancies are identified
• Assess downstream impacts of Salesforce data-quality issues on reporting, forecasting, customer management, revenue operations, and service processes
• Support analysis of historical data and trends to identify recurring or systemic data-quality problems

Salesforce Data Analyst

• Travel to assigned courthouses to research and review criminal and/or civil public record information from onsite electronic access court systems
• Perform additional research from applicable websites
• Interpret court records and relevant information from courts and state agencies
• Accurately document, edit, and modify results of court record searches
• Speak directly with courts and state agencies when pursuing additional information
• Provide accurate and detailed case information to the CRRG through database integration or email
• Conduct criminal background checks using electronic public access systems
• Use public access criminal court record information via phone, fax, web, and Wi-Fi to conduct criminal history searches
• Verify criminal record information and forward results by scanning and uploading search results
• Investigate and provide updates on new or improved methods of performing criminal background checks

Software Engineer

• Participate in the First Advantage Fulfillment team
• Code to technical specifications
• Automate and write scripts
• Migrate applications and data to AWS
• Analyze and resolve ongoing technical issues
• Build and maintain applications
• Write maintainable, high-performance code while working with the team
• Keep up with technology trends and take on technical challenges
• Perform code reviews and regression testing
• Write test cases to achieve highly scalable code
• Learn and implement new technologies based on requirements
• Mentor team members on new technologies