VP, Customer Success

First Advantage Global operating Centre•US_Georgia Virtual, GA

2d•$200,000 - $225,000•Hybrid

About The Position

The VP of Customer Success develops individualized client strategies to retain and grow existing business. This role will support organizational growth by providing strategic client direction, building and maintaining new and existing client relationships, and working with the implementation team to ensure client projects are executed consistently and meet mutually agreed-upon terms and conditions. Bring your talent and skill to a place where you are a true, contributing member of a high-functioning team working for a global leader in the industry.

Requirements

Bachelor’s degree or equivalent professional experience
10+ years of account management experience
5+ years of organizational leadership experience
5+ years of experience managing complex, high-value accounts of $500K or more
Proven leadership through change and organizational transformation
Strong understanding of how to drive growth in a competitive business environment
Excellent tactical execution skills
Strong process orientation, with the ability to improve and innovate tools, workflows, and established practices
Skilled in developing clear, detailed, and persuasive communications and proposals
Strong commitment to teamwork, collaboration, and continuous process improvement
Effective stakeholder influence through strong verbal and written communication
Strategic, self-directed, organized, and analytical, with excellent problem-analysis and problem-solving skills
Proven success in building relationships, communicating across all organizational levels, influencing and negotiating, and establishing mutually agreed-upon expectations
Diligent, resourceful, adaptable, and able to manage multiple priorities effectively
Ability to travel at least 25% of the time

Nice To Haves

MBA strongly preferred
Proficiency with Salesforce CRM
Success working in a virtual environment
Entrepreneurial mindset, with a proven ability to thrive in a dynamic, evolving environment and optimize limited resources

Responsibilities

Design, develop, and implement a comprehensive strategy and operating plan for the Customer Services and Account Management organizations in a global, rapid growth environment focusing on obtaining results, creating an exceptional customer experience, and deepening client relationships.
Retain and grow existing business by increasing account profitability, setting strategic direction, and aggressively expanding revenue across the mid-market client base.
Meet or exceed key business and sales metrics, including quotas, revenue growth, client satisfaction, and inventory workflow management.
Develop and manage an effective revenue pipeline strategy that generates the scale of opportunities needed to achieve growth targets within the existing client base.
Lead the transformation of the organization into a proactive, customer-centric team of trusted advisors that applies a solutions-based sales approach.
Develop a deep understanding of key clients’ strategic priorities and initiatives, clearly articulate their business goals, and align execution with the performance metrics and KPIs used to measure success.
Oversee the daily operations of the Account Management team while building the capabilities and skills needed to attract, develop, and retain talent that delivers an exceptional client experience.
Leverage retention, upsell, and benchmarking best practices to drive operational efficiency and sustainable account growth.