Customer Success Partner
About The Position
Our Customer Success Partner is a member of the Strategic Account Management Team. This is a consultative sales and Enterprise level account management position to grow revenue in the most strategic accounts through sales of First Advantage products and solutions within a small number of named accounts. It is anticipated that you will insure and grow this revenue stream via the development and ongoing maintenance of a strategic account plan and the definition of the strategic deployment of resources required to drive the penetration of FA solutions through the enterprise within your assigned accounts, and to maintain the base revenue that is already present in those accounts. You will coordinate with the client, operations management, and technology to ensure service levels are being maintained. This role is 100% work from home role within the United States. Light travel may be required.
Requirements
- Bachelor's Degree, or equivalent work experience.
- 3+ years proven experience and track record in professional account management or sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience.
- Proficiency with MS Office applications including Word, PowerPoint, and Excel.
- Strong oral and written communication, and interpersonal skills.
- Outstanding multi-tasking and time-management abilities.
- Excellent organizational, analytical, problem analysis and problem-solving skills
- Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity
Responsibilities
- Develop clear and thorough sales account plans detailing all relevant information about customers, their industries, and their specific RISK history.
- Track revenue trends and sales opportunities and analyze competitive threats.
- Meet or exceed monthly and annual revenue objectives within a defined list of named accounts.
- Identify additional products or solutions FA can provide.
- Identify required cross functional resources needed to maximize revenue opportunities and penetrate market with FA products and solutions.
- Clearly demonstrate your understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate First Advantage benefits in a manner meaningful to a customer, as well as answer client’s questions or implement solutions in a timely fashion.
- Maintain a current understanding of First Advantage competitor’s offerings (i.e., price, product, service, or solution) so that you can effectively sell the advantages of First Advantage over those offered by its competitors.
- Prepare and deliver quarterly and annual client business reviews.
- Document and manage all action/project plans for assigned client base.
- Analyze trends and make recommendations on potential changes to customer programs.
- Intervene as required to ensure customer satisfaction.
- Provide solutions to business problems analyzing root causes to issues and bring resolution to the issues.
- Update and maintain knowledge of all aspects of customers’ background screening and/or occupational health programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
- Constantly seek, share, and implement best practices.
- Establish and maintain excellent customer relationships at all levels to provide superior service and solutions.
- Manage customers with clear communication and needs analysis.
- Provide internal leadership in a heavily matrixed environment managing several cross functional resources.
- Partner with internal account team to review program performance.
- Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs.
- Manage contract renewals and proposal responses to RFPs.
- Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers.
- Manage monitoring and reporting programs for customers.
- Perform other duties as assigned
Benefits
- Ability to work remotely with occasional business travel.
- Medical, Vision, Dental, and supplementary benefit plans
- 401k with an employer match
- Employee Stock Purchase Plan (ESPP)
- Competitive and flexible Paid Time Off (PTO)
- 9 paid company holidays
- Access to tech and growth opportunities, and leaders who want you to succeed!
- Professional development opportunities, such as our award-winning SOAR program
- Generous Paid Time Off Program
- Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities
- Competitive benefits (medical, dental, etc.)
- Global Employee Assistance Program (EAP) available to all team members
- Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
