Customer Success Manager

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 and   establish   and maintain effective customer relationships to ensure   maximum   client satisfaction retention and market penetration of FADV employment screening products/solutions for mid-size organizations. Monitor client account activity, satisfaction   levels   and 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 sales   opportunities, and   track product/revenue trends, and competitive threats.   Focus   efforts 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 as   primary   point of contact for assigned clients   (approximately 12   clients).   Monitor activity, service   levels   and client satisfaction to   identify   issues or opportunities at the earliest possible stages.   Proactively pursue problem resolution and product/service expansion that maximizes   the customer   experience.   Develop and deliver presentations of FADV products and services.   Customer service excellence  Work cross-functionally with internal and external partners to achieve client   objectives .   Escalate operational and technical issues to   internal   support team.  This may relate to operations,   billing   and technology.   Stay focused on issue resolution until fully resolved.   Assist   in 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 and   utilize   key 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 S alesforce   CRM.   Manage customer contractual documentation within assigned accounts.  This may   include:   proposal responses to RFPs, renewals, upsells, MSA’s, Schedule As, Statements of Work, SLAs, and SOPs.   Upselling products and services  Attain monthly,   quarterly   and annual quota within a defined list of accounts.   Articulate FADV benefits;   demonstrate   clear knowledge of pricing,   procedures   and advantages of FADV product/solutions versus competitors.   Promote and offer   additional   FADV products and services.   Create unsolicited renewal proposals. This requires clear communication and needs analysis.   Drive negotiation of   pricing, and   terms and conditions.   What You Will Need to be Successful: Minimum:  Bachelor’s degree or equivalent experience.   3 to 5 year   account management or other relevant experience for Account Management positions   Proven ability to proactively   identify   and solve complex problems.   Success communicating   ideas, and   presenting and influencing others.     Work in a team environment.   Microsoft Office applications including Word,   PowerPoint   and Excel.   Some positions may require up to 30%   travel .     Preferred (inclusive of   minimum   requirements):    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   S alesforce   or equivalent CRM system   Additional Skills, Abilities and Traits (all   required ):   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,   negotiate   and   establish   mutually agreeable expectations.   Committed to service in a highly competitive industry.   Diligent, resourceful, versatile, and able to multitask.   Interested   in 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: Pens