Role Description

Our Sr. Customer Success Manager is a member of the 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 under the Industrial Vertical. 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. This role is 100% work from home. Individual must be authorized and working from the United States.

Responsibilities

• Program Management
  • 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 understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate First Advantage benefits.
  • Maintain a current understanding of First Advantage competitor’s offerings.
  • 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.
  • Perform other duties as assigned.

Qualifications

• Bachelor's Degree, or equivalent work experience.
• 3+ 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.
• 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.

Requirements

• 2 years of virtual work experience (preferred).
• Work experience in professional account management and sales environment is desirable.
• Ability to work 40-50 hour work week with additional hours as customers, situations, and projects require.
• Located in Eastern or Central time zones.

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!