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Title

Customer Success Director 

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

The Customer Success Director is a member of the Account Management Team. This is a consultative sales and large account management position to grow revenue in the most strategic accounts through sales of First Advantage products and solutions within a small number of named accounts. It is anticipated that you will insure and grow this revenue stream via the development and ongoing maintenance of a strategic account plan and the definition of the strategic deployment of resources required to drive the penetration of FA solutions through the enterprise within your assigned accounts, and to maintain the base revenue that is already present in those accounts. Coordinates with client, operations management, and technology to ensure service levels are being maintained.

 

ESSENTIAL DUTIES AND RESPONSBILITIES:

Program Management

  • Develop clear and thorough sales account plans detailing all relevant information about customers, their industries, and their specific RISK history. Track revenue trends and sales opportunities, and analyze competitive threats.
  • Identify additional product or solutions FA can provide.
  • Identify required cross functional resources needed to maximize revenue opportunities and penetrate market with FA products and solutions.
  • Prepare and deliver quarterly and annual client business reviews.
  • Document and manage all action/project plans for assigned client base.
  • 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 to issues and bring resolution to the issues.
  • Update and maintain knowledge of all aspects of customers’ background screening and/or occupational health programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
  • Constantly seek, share, and implement best practices.
  • 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 internal account team to review program performance.

 

Administrative

  • Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals and proposal responses to RFPs. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers.
  • Manage monitoring and reporting programs for customers.
  • Perform other duties as assigned.
 
Position Requirements

EDUCATION:

Bachelor’s degree or equivalent experience.

EXPERIENCE:

  • 7-10 years proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience.
  • Proficiency with MS Office applications. PowerPoint plus.
  • Strong oral and written communication, and interpersonal skills.
  • Outstanding multi-tasking and time-management abilities.
  • Excellent organizational, analytical, problem analysis and problem solving skills.
  • Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity
  • 40-50 hour work week with additional hours as customers, situations and projects require.

Working environment:
100 % remote

 
Full-Time/Part-Time Full-Time  
Position Customer Success Director  
Req Number SAL-21-00051  
Open Date 10/20/2021  
Location Remote  

This position is currently accepting applications.

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