Senior Customer Success Partner – GIG

🕒 Junho 28

🐊 Florida – Remoto

🐊 Florida – Remote

💵 $100.000 - $125.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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First Advantage

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

👥 RH Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

A First Advantage é uma fornecedora líder de software e dados globais para o mercado de tecnologia de RH. Viabilizada por tecnologia proprietária e IA, oferece serviços de verificação de antecedentes de emprego, identidade digital e verificação, APIs e produtos de monitoramento de riscos ao longo do ciclo de vida dos funcionários. A empresa enfatiza a automação e a verificação contínua de identidade, atendendo cerca de 80. 000 organizações em mais de 200 países e territórios, e mantém grandes bancos de dados proprietários (mais de um bilhão de registros). Com sede em Atlanta e de capital aberto (NASDAQ: FA), a First Advantage foca em ajudar os clientes a contratar de forma mais inteligente e integrar mais rapidamente através de software, dados e serviços.

Descrição

• Own senior‑level customer relationships and serve as a trusted advisor on user trust, safety, risk, and compliance strategy for gig economy platforms. • Act as the primary liaison between customers and internal teams, ensuring customer needs and concerns are clearly understood and addressed through partnership. • Provide subject matter expertise and thought leadership to help customers design, evaluate, and improve their own risk and trust programs. • Partner with customers and internal teams to address concerns and escalations through structured analysis and clear recommendations. • Help define, interpret, and communicate customer‑level metrics and trends to support informed decision‑making. • Translate customer requests and operational challenges into clear product and technical requirements for Product, Engineering, and Data teams. • Influence Product roadmap priorities based on aggregated customer insights and observed risk patterns. • Identify upsell and cross‑sell opportunities by connecting customer risk gaps to First Advantage solutions and articulating value. • Support Sales and Customer Success teams with analytical insights and customer narratives during renewals and expansions.

🎯 Requisitos

• 7+ years of experience in trust & safety, risk operations, compliance, fraud, vendor operations, program management, or scaled customer operations within high‑volume environments. • Direct ownership of operational programs at scale, including background checks, identity verification, fraud prevention, continuous monitoring, or quality assurance workflows. • Proven ability to own customer escalations end‑to‑end, including root cause analysis, remediation planning, and executive‑level communication. • Hands‑on experience defining, tracking, and improving operational KPIs, such as accuracy, turnaround time, SLA performance, compliance rates, or quality scores. • Demonstrated partnership with Product and Engineering teams, translating operational or customer needs into clear technical requirements or roadmap inputs. • Experience influencing or managing external vendors or partners, including performance management, audits, or quality controls. • Background in gig economy, marketplace, or high-volume operational environments preferred

🏖️ Benefícios

• 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!