Customer Success Partner (Hybrid, Mexico City)

Firstadvantageindia; Ciudad de México; On-site; MXN 693,000 - 1,039,501; Full time

Job summary

A leading background screening company is looking for a Trilingual Customer Success Partner in Mexico City. This hybrid role involves customer service, maintaining client relationships, and proactive problem-solving. Candidates should be fluent in English and Spanish, with professional proficiency in Portuguese. A bachelor's degree and 3+ years of relevant experience are required. Strong communication, teamwork, and negotiation skills are essential. This role may require up to 30% travel.

Qualifications

• 3+ years account management or relevant experience.
• Proven ability to identify and solve complex problems.
• Experience leading client meetings and engagements.

Responsibilities

• Provide customer service and maintain client relationships.
• Monitor client satisfaction levels and account activity.
• Proactively pursue solutions and capitalize on opportunities.
• Lead client engagement calls and business reviews.
• Maintain records in Salesforce CRM.

Skills

Fluency in English

Fluency in Spanish

Professional proficiency in Portuguese

Problem-solving

Sales and negotiation skills

Strong verbal and written communication

Teamwork and collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce CRM

Job description

We are seeking a Trilingual Customer Success Partnerin Mexico City. This is an hybrid on-site work position, and the individual will be required to visit client sites around Mexico City and go into our Polanco area/Mexico City office as needed.

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. 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. 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.

What You’ll Do:

• Provide responsive customer service and establish and maintain effective customer relationships to ensure maximum client satisfaction retention and market penetration of First Advantage employment screening products/solutions for enterprise and mid-size organizations.
• Monitor client account activity, satisfaction levels and other key indicators for issues and opportunities.
• Proactively pursue solutions to issues or capitalize on opportunities at the earliest possible stages.
• Maintain all required business records for assigned clients.
• Promote sales opportunities, and track product/revenue trends, and competitive threats.
• Focus efforts to provide superior service and solutions to both new and existing customers.

Relationship development and management

• Serve as primary point of contact for assigned clients (approximately 10-20 clients).
• Experience managing Enterprise level accounts within outsourced business environments, supporting both domestic clients and regional LATAM portfolios.
• Monitor activity, service levels and client satisfaction to identify issues or opportunities at the earliest possible stages.
• Proactively pursue problem resolution and product/service expansion that maximizes the customer experience.
• Develop and deliver presentations of First Advantage products and services.

Customer service excellence

• Work cross-functionally with internal and external partners to achieve client objectives.
• Escalate operational and technical issues to internal support team. This may relate to operations, billing and technology.
• Stay focused on issue resolution until fully resolved.
• Assist in providing alternative solutions to product concerns.

Quarterly review and reporting on client activity

• Lead client engagement calls and business reviews.
• Document and manage all action/project plans within assigned accounts.
• Define and utilize key performance metrics.
• Track and analyze the progress and overall strategic direction for client accounts.
• Prepare and deliver quarterly (QBR) and annual (ABR) client business reviews.

Administrative

• Maintain activity records in Salesforce CRM.
• Manage customer contractual documentation within assigned accounts. This may include: proposal responses to RFPs, renewals, upsells, MSA’s, Schedule As, Statements of Work, SLAs, and SOPs.

Upselling products and services

• Attain monthly, quarterly and annual quota within a defined list of accounts.
• Articulate First Advantage benefits; demonstrate clear knowledge of pricing, procedures and advantages of First Advantage product/solutions versus competitors.
• Promote and offer additional First Advantage products and services.
• Create unsolicited renewal proposals. This requires clear communication and needs analysis.
• Drive negotiation of pricing, and terms and conditions.

What You’ll Need to be Successful:

• Fluency in English and Spanish. Professional proficiency in Portuguese
• Bachelor’s degree or equivalent experience
• 3+ years account management or other relevant experience for Account Management positions
• Proven ability to proactively identify and solve complex problems
• Success communicating ideas and presenting and influencing others.
• Experience working in a team environment
• Ability to lead customer QBR meetings
• Experience in a professional account management environment driving revenue growth
• Prior Salesforce or equivalent CRM system
• Sales and negotiation in recruiting or HR services industry, preferred
• Exposure to working in a virtual environment, preferred
• Feedback, training, methodologies, and product information delivery to management and field staff, preferred
• Account management experience for technology-based products and services, preferred
• Account management experience for products and services in the HR industry, preferred
• Ability to work a flexible schedule, 40-50 hours per week. Some positions may require up to 30% travel.

Additional Traits, Skills and Abilities You’ll Need to be Successful

• Strong teamwork and collaboration with an outgoing personality.
• Ability to influence others through strong verbal and written communication.
• Strategic mindset; Self-directed, organized, analytical, problem analysis/solving.
• Ability to work under pressure, organize and prioritize responsibilities and client requests.
• Ability to build relationships, communicate effectively, persuade, influence, negotiate and establish mutually agreeable expectations.
• Committed to service in a highly competitive industry.
• Diligent, resourceful, versatile, and able to multitask.
• Interest in working in a fast-paced, dynamic start-up environment.
• Language : Spanish , English (Full Proficiency) and Portuguese (Professional Proficiency)

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.