VP, Customer Success

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, drug screening, and identity solutions to some of the most recognized Fortune 100 and Global 500 brands.

The

VP of Customer Success , develops individualized client strategies to retain and grow existing business. This role will support organizational growth by providing strategic client direction, building and maintaining new and existing client relationships, and working with the implementation team to ensure client projects are executed consistently and meet mutually agreed-upon terms and conditions. Bring your talent and skill to a place where you are a true, contributing member of a high-functioning team working for a global leader in the industry.

Design, develop, and implement a comprehensive strategy and operating plan for the Customer Services and Account Management organizations in a global, rapid growth environment focusing on obtaining results, creating an exceptional customer experience, and deepening client relationships. Retain and grow existing business by increasing account profitability, setting strategic direction, and aggressively expanding revenue across the mid-market client base. Meet or exceed key business and sales metrics, including quotas, revenue growth, client satisfaction, and inventory workflow management.

Develop and manage an effective revenue pipeline strategy that generates the scale of opportunities needed to achieve growth targets within the existing client base. Lead the transformation of the organization into a proactive, customer-centric team of trusted advisors that applies a solutions-based sales approach. Develop a deep understanding of key clients’ strategic priorities and initiatives, clearly articulate their business goals, and align execution with the performance metrics and KPIs used to measure success.

Oversee the daily operations of the Account Management team while building the capabilities and skills needed to attract, develop, and retain talent that delivers an exceptional client experience. Leverage retention, upsell, and benchmarking best practices to drive operational efficiency and sustainable account growth.

• Bachelor’s degree or equivalent professional experience; MBA strongly preferred
  10+ years of account management experience5+ years of organizational leadership experience5+ years of experience managing complex, high-value accounts of $500K or more Proven leadership through change and organizational transformation
  
  Strong understanding of how to drive growth in a competitive business environment
  
  Excellent tactical execution skills
  
  Strong process orientation, with the ability to improve and innovate tools, workflows, and established practices
  
  Skilled in developing clear, detailed, and persuasive communications and proposals
  
  Strong commitment to teamwork, collaboration, and continuous process improvement
  
  Effective stakeholder influence through strong verbal and written communication
  
  Strategic, self-directed, organized, and analytical, with excellent problem-analysis and problem-solving skills
  
  Proven success in building relationships, communicating across all organizational levels, influencing and negotiating, and establishing mutually…