Sr Customer Success Partner- Retail, Hospitality & Entertainment Vertical

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.
• Clearly 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.
• 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.
• Publish and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers.
• Manage monitoring and reporting programs for customers.
• Host cadence client calls to nurture and grow account relationship.
• Perform other duties as assigned.

Qualifications

• 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.