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 provide 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 Salesforce 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. 

• Work a flexible schedule, 40-50 hours per week. 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 

• Salesforce 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, Bike2Work Scheme, 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!