Job Description
SENIOR CUSTOMER SUCCESS PARTNER
We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
About First Advantage
First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.
Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.
What You'll Do
A successful SENIOR CUSTOMER SUCCESS PARTNER will play a key role in consultative sales and large 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. Coordinates with client, operations management and technology to ensure service levels are being maintained.
Responsibilities:
Program Management
- 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 product 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 offerings (i.e., price, product, service, or solution) so that you can effectively sell the advantages of First Advantage over that 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.
Administrative
- 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.
What You Will Need to be Successful:
- BS/BA or equivalent, MBA optional but preferred.
- 7-10 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 the professional sales environment desirable
What You May Need to be Successful:
- 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 This position requires travel which includes overnight travel with as much at 30% travel requirements.
- Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity
- 40-50 hour work week with additional hours as customers, situations and projects require.
- Minimum 3 years of virtual work experience – preferred.
- Preferred location - Eastern or Central time zones
Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
- Employee Impact Groups
- FA Cares volunteer opportunities
- Mentorship Advantage Program
- SOAR, award-winning manager development program
Additional benefits offered include:
- Competitive Salary Package
- Remote work set up
What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
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We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.