Customer Success Manager

LM Wind Power / GE; Atlanta (GA); Remote; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Professional development opportunities

Generous PTO

Volunteer Time Off

Medical benefits

EAP program

Global collaboration

Job summary

First Advantage seeks an experienced Account Manager to drive customer success and revenue growth across mid-size organizations. You will manage relationships, monitor satisfaction, and deliver impactful product presentations.

In this role, you will lead QBRs, maintain contract records, and collaborate cross-functionally to meet client objectives while pursuing upsell opportunities. Some travel may be required.

Qualifications

• Bachelor’s degree or equivalent experience.
• Strong teamwork and collaboration.
• Excellent verbal and written communication skills.

Responsibilities

• Provide responsive customer success support and maintain client relationships.
• Monitor client activity, satisfaction levels and key indicators.
• Lead client engagement calls and quarterly business reviews (QBR).
• Develop and deliver presentations of First Advantage products and services.
• Maintain Salesforce CRM activity records and contract documentation.
• Upsell products and services to defined accounts and meet quotas.
• Collaborate with internal teams to meet client objectives.

Skills

Teamwork

Communication

Influence

Strategic thinking

Self-directed

Organization

Analytical thinking

Negotiation

Relationship building

Customer success

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office (Word, PowerPoint, Excel)

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide responsive customer success support and establish and maintain effective customer relationships to ensure maximum client satisfaction retention and market penetration of FADV employment screening products/solutions for 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

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 FADV 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 FADV benefits; demonstrate clear knowledge of pricing, procedures and advantages of FADV product/solutions versus competitors.

Promote and offer additional FADV products and services.

Create unsolicited renewal proposals. This requires clear communication and needs analysis.

Drive negotiation of pricing, and terms and conditions.

Experience

Minimum: 3 to 5 year 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.

Work in a team environment.

Preferred (inclusive of minimum requirements)

Work in a professional account management environment driving revenue growth.

Attending/leading customer QBR meetings.

Sales and negotiation in recruiting or HR services industry.

Exposure to working in a virtual environment.

Feedback, training, methodologies, and product information delivery to management and field staff.

Providing account management experience for technology-based products and services.

Providing account management experience for products and services in the HR industry.

Education

Minimum: Bachelor’s degree or equivalent experience.

Additional Knowledge

Required: Microsoft Office applications including Word, PowerPoint and Excel.

Work a flexible schedule, 40-50 hours per week. Some positions may require up to 30% travel.

Skills, Abilities and Traits (all required)

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.

Interested in working in a fast-paced, dynamic start-up environment.

Equal Employment Opportunities

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.

Company Overview

First Advantage is a leading provider of global software and data in the HR technology industry. Enabled by its proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, digital identity solutions, and verification services. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to hire smarter and onboard faster. Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200 countries and territories, modernizing hiring and onboarding on a global scale. For more information, please visit our website at https://fadv.com/.

Join us

Ready to make an impact and shape the future of trust in the workplace? Explore opportunities and join our team. As an award‑winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle. Join us and help shape the future of trust, guided by our values: Authenticity Curiosity Integrity Teamwork Customer‑inspired Be a part of the growth, innovation, and impact we’re building at First Advantage!

Benefits

• Professional development opportunities, such as our award‑winning SOAR program
• Generous Paid Time Off Program*
• Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities*
• Competitive benefits (medical, dental, etc.)*
• Global Employee Assistance Program (EAP) available to all team members
• Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year
• Must meet hourly work requirement to be eligible