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:

The Customer Success Manager will p rovide responsive customer service andestablishand maintain effective customer relationships to ensuremaximumclient satisfaction retention and market penetration of FADV employment screening products/solutions for mid-size organizations. Monitor client account activity, satisfactionlevelsand 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 salesopportunities, andtrack product/revenue trends, and competitive threats.Focusefforts to provide superior service and solutions to both new and existing customers.

100% remote- United Kingdom (UK) Based. With Ability to travel quarterly as needed for sales kick off and other team events.

Responsibilities:

Relationship development and management

• Serve asprimarypoint of contact for assigned clients(approximately 12clients).

• Monitor activity, servicelevelsand client satisfaction toidentifyissues or opportunities at the earliest possible stages.

• Proactively pursue problem resolution and product/service expansion that maximizesthe customerexperience.

• Develop and deliver presentations of FADV products and services.

Customer service excellence

• Work cross-functionally with internal and external partners to achieve clientobjectives

• Escalate operational and technical issues tointernalsupport team.  This may relate to operations,billingand technology.

• Stay focused on issue resolution until fully resolved.

• Assistin 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 andutilizekey 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 SalesforceCRM.

• Manage customer contractual documentation within assigned accounts.  This mayinclude:proposal responses to RFPs, renewals, upsells, MSA’s, Schedule As, Statements of Work, SLAs, and SOPs.

Upselling products and services

• Attain monthly,quarterlyand annual quota within a defined list of accounts.

• Articulate FADV benefits;demonstrateclear knowledge of pricing,proceduresand advantages of FADV product/solutions versus competitors.

• Promote and offeradditionalFADV products and services.

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

• Drive negotiation ofpricing, andterms and conditions.

What You Will Need to be Successful:

Minimum:

• Bachelor’s degree or equivalent experience.

• 3 to 5 yearaccount management or other relevant experience for Account Management positions

• Proven ability to proactivelyidentifyand solve complex problems.

• Success communicatingideas, andpresenting and influencing others.  

• Work in a team environment.

• Microsoft Office applications including Word,PowerPointand Excel.

• Some positions may require up to 30%travel

Preferred (inclusive ofminimumrequirements):

• 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

• Salesforceor equivalent CRM system

Additional Skills, Abilities and Traits (allrequired):

• 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,negotiateandestablishmutually agreeable expectations.

• Committed to service in a highly competitive industry.

• Diligent, resourceful, versatile, and able to multitask.

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

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 experiences, 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.

• Health & Wellbeing: Medical, Vision, Dental, Employee Assistance Programme.

• Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.

• Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.

• Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews.

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!