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Customer Success Manager - Vehicle Services  

About the Organization First Advantage is the world's largest provider of comprehensive background screening, identity and information solutions that give employers and housing providers access to trusted information for making faster, more accurate people decisions.

Leveraging our advanced global technology platform and customer service experts throughout the world, we build fully scalable, configurable screening programs that meet the unique needs of over 45,000 client organizations. Headquartered in Atlanta, GA. First Advantage has offices throughout North America, Europe and Asia.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Maintain and establish effective customer relationships to ensure maximum client satisfaction, retention, and market penetration of FADV fleet products & solutions. 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.

Relationship development and management

  • Serve as the primary point of contact for assigned 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, including Quarterly Business Reviews

Customer service excellence

  • Work cross-functionally with internal and external partners to achieve client objectives.
  • Escalate operational and technical issues to internal support teams. This may relate to operations, billing, technology, etc.
  • 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 quotas within a defined list of accounts.
  • Articulate FADV benefits; demonstrate a 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.

 

 
Position Requirements

Experience:

Minimum:

  • 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
  • DOT regulation experience (previous roles managing customers with Driver Qualification Files a plus)

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 DOT Fleet management/Safety 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 DOT Fleet management/Safety industry

Education:

Minimum:

  • Bachelor’s degree or equivalent experience.

 

Additional Knowledge:

Required:

  • 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:

  • Salesforce or equivalent CRM system

 

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.

 

  • Seniority Level

    Associate

  • Industry

    • Information Technology and Services
  • Employment Type

    Full-time

  • Job Functions

 
Full-Time/Part-Time Full-Time  
Position Customer Success Manager - Transportation  
Req Number SAL-21-00043  
Open Date 8/18/2021  
Location Remote  

This position is currently not accepting applications.

To search for an open position, please go to http://FirstAdvantageCorporation.appone.com



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