Role Description

Our Customer Success Director, Strategic Accounts is a member of the Account Management Team. This is an 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 ensure 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. Coordinates with client, operations management and technology to ensure service levels are being maintained.

While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located in the United States.

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 your understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate First Advantage benefits in a manner meaningful to a customer.
• 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).
• 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.
• 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.

Administrative:

• 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.
• 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).
• 8+ 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.
• 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.
• Ability to navigate large organizations and build strong internal partnerships.

Requirements

• This position requires travel, which includes overnight travel with as much as 25% travel requirements.

Benefits

• 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!