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 Manager serves as a critical member of the Account Management team and is responsible for the retention, expansion, and overall growth of First Advantage’s enterprise accounts. This role is a consultative sales and account management position focused on driving revenue through the sale of First Advantage products and solutions within a mid size portfolio of named accounts. The CSM will develop, maintain, and execute account plans in close collaboration with internal partners and external customer stakeholders. Success in this role requires ensuring and expanding revenue through effective resource deployment, increased solution penetration across the enterprise, and the preservation of existing base revenue. The CSM partners closely with customers, operations, and technology teams to ensure service levels are met and customer expectations are consistently exceeded.


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

Responsibilities:
Program Management

• Develop clear and thorough sales account plans detailing all relevant information about customers, industries, and specific risk history. Track revenue trends, sales opportunities, and analyze competitive threats. Meet or exceed monthly and annual revenue objectives within a defined list of named accounts.
• Identify, consult and drive the expansion of additional First Advantage product or solutions to fit the customers’ needs
• Engage internal cross functional resources needed to maximize revenue opportunities and penetrate the 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 clients’ questions or implement solutions in a timely fashion.
• Maintain a current understanding of First Advantage competitor 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 customer business reviews.
• 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 of issues, and bring resolution to the issues.
• Update and maintain knowledge of all aspects of customers’ risk and compliance programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
• Constantly seek, share, and implement best practices through on-going consultation and thought leadership.
• 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 the internal account teams across multiple services and support teams to review program performance.

Administrative

• Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals while partnering with RFP team for proposal responses to RFPs. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers with the end goal of retention.
• Manage program compliance monitoring and develop impactful reporting programs for customers to demonstrate value and partnership
• Perform other duties as assigned.

What you'll need to be Successful:

• Bachelor's Degree or equivalent 

• 3-5 years proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with executive relationship experience.
• Work experience in the professional sales environment preferred
• 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.
• 30% travel required
• Demonstrate consultative sales 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! 

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!


The salary range for this position is approximately $65-80K base annually. 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.

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.