Sr. Customer Success Partner

Responsibilities

• Develop clear and thorough strategic account management plans detailing all relevant information about customers, their industries, and their specific RISK history.
• Track revenue trends and upsell opportunities and analyze competitive threats.
• Meet or exceed quarterly 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.
• Demonstrate 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.
• 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.

Requirements

• Bachelor's Degree or equivalent (MBA optional but preferred)
• 5+ 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.
• Familiarity with reporting tools like Lookr Analytics and PowerBI helpful.
• 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.
• This position requires travel, which includes overnight travel with as much as 20% travel requirements.
• Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity.
• Ability to navigate large organizations and build strong internal partnerships.

Qualifications

• Experience in professional account management and sales environment is desirable.
• Proficiency with MS Office applications including Word, PowerPoint, and Excel.
• Familiarity with reporting tools like Lookr Analytics and PowerBI helpful.
• 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.

Skills

• Strategic account management
• Sales account management
• Complex solutions and products management
• Customer satisfaction management
• Program management
• Account planning
• Revenue tracking and analysis
• Competitive analysis
• Client business reviews preparation
• Trend analysis and recommendation making
• Problem solving and root cause analysis
• Customer relationship management
• Internal leadership and partnership building
• Program performance review

Benefits

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 9 paid company holidays
Access to tech and growth opportunities, and leaders who want you to succeed!