Lead Customer Success Partner (HealthCare)
About The Position
At First Advantage (Nasdaq: FA), people are at the heart of everything we do. 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. Join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. The Lead Customer Success Partner is a consultative sales and large account management position focused on growing revenue in strategic accounts through the sale of First Advantage products and solutions. This role involves developing and maintaining strategic account plans, defining resource deployment to drive FA solution penetration, and maintaining existing revenue streams within assigned accounts. The position also coordinates with customers, operations, and technology teams to ensure service levels are met.
Requirements
- Bachelor's Degree or equivalent
- 10+ years’ proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience.
- Work experience in professional account management and sales environment is desirable
- Proficiency with MS Office applications including Word, PowerPoint, and Excel
- Salesforce use and familiarity in helping track client information helpful
- 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
- Ability to navigate large organizations and build strong internal partnerships
Nice To Haves
- MBA optional but preferred
Responsibilities
- Develop clear and thorough sales account plans detailing customer information, industries, and RISK history.
- Track revenue trends, 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 to maximize revenue opportunities and penetrate the market with FA products and solutions.
- Clearly demonstrate understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate benefits and answer client questions.
- Maintain a current understanding of First Advantage competitor offerings (price, product, service, or solution) to effectively sell advantages.
- Prepare and deliver quarterly and annual client business reviews.
- Document and manage all action/project plans for the 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 by analyzing root causes and bringing resolution.
- 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 teams to review program performance.
- Manage customer contractual documentation, including 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.
- Manage monitoring and reporting programs for customers.
- Perform other duties as assigned.
Benefits
- 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
- 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
- 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
