Customer Success Partner (Technology Vertical)

LM Wind Power / GE; Georgia; Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Remote work (100% US)

Medical, Vision, Dental

401(k) with employer match

Paid Time Off and holidays

Employee stock purchase plan (ESPP)

Job summary

First Advantage is seeking a Customer Success Partner to join the Strategic Account Management Team. This consultative sales and enterprise account management role focuses on growth within named accounts, coordinating with client operations and technology to sustain service levels.

The position is a 100% remote role within the United States, with light travel possible. You will develop account plans, track revenue, identify cross-sell opportunities, and manage contracts and renewals.

Qualifications

• Bachelor's Degree or equivalent work experience.
• 3+ years in professional account management or sales for strategic National/Global accounts with C-level relationships.
• Proficiency with MS Office, especially Word, PowerPoint, and Excel.
• Strong verbal and written communication, and interpersonal skills.
• Excellent multi-tasking, time-management, organization, and analytical/problem-solving abilities.
• Networking capabilities with professional demeanor.

Responsibilities

• Develop clear account plans detailing customers, industries, and risk history.
• Track revenue trends, opportunities, and competitive threats.
• Meet or exceed revenue objectives within named accounts.
• Identify additional FA products/solutions and cross-functional resources.
• Understand pricing, procedures, and services to articulate benefits to customers.
• Maintain knowledge of competitors to highlight advantages.
• Prepare quarterly and annual client business reviews.
• Manage contract documentation including MSAs, SOWs, SLAs, and SOPs.
• Handle renewals and responses to RFPs; deliver unsolicited renewal proposals with value.
• Monitor and report on program performance; collaborate with internal teams.

Skills

Account management

Sales

Communication

Time management

Analytical thinking

Networking

Education

Bachelor's degree

Tools

MS Office

Job description

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:

Our Customer Success Partner is a member of the Strategic Account Management Team. This is a consultative sales and Enterprise level 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. You will coordinate with the client, operations management, and technology to ensure service levels are being maintained. This role is 100% work from home role within the United States. Light travel may be required.

Responsibilities:

• 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 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 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’s offerings (i.e., price, product, service, or solution) so that you can effectively sell the advantages of First Advantage over those 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.
• 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 May Need to be Successful:

• Bachelor's Degree, or equivalent work experience.
• 3+ years proven experience and track record in professional account management or sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience.
• 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.
• Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity.

Why First Advantage is Your Next Big Career Move:

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

Additional benefits offered to our eligible people include:

• Ability to work remotely with occasional business travel.
• 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!

The salary range for this position is approximately $75,000-90,000 annual base before bonus structure. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

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.

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/.

Professional Development Opportunities

• 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