Lead Customer Success Partner; HealthCare

Overview

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. We are a global provider of mission‑critical background screening solutions for Fortune 100 and Global 500 brands. Our diverse, inclusive workforce is committed to respect, integrity, and fairness.

The Lead Customer Success Partner is a consultative sales and account management professional responsible for growing revenue in strategic accounts. You will develop and execute account plans, coordinate cross‑functional resources, and maintain and grow existing revenue streams.

• Develop comprehensive sales account plans detailing customer industries, risk history, and revenue opportunities.
• Track revenue trends, analyze competitive threats, and meet or exceed monthly and annual revenue objectives.
• Identify additional product or solution opportunities and cross‑sell appropriately.
• Act as a liaison among customers, operations, and technology to ensure service levels are maintained.
• Maintain in‑depth knowledge of First Advantage pricing, procedures, and competitive offerings.
• Prepare and deliver quarterly and annual client business reviews and manage action/project plans.
• Analyze trends, recommend program adjustments, and intervene as needed to ensure customer satisfaction.
• Provide solution recommendations, root‑cause analysis, and resolution for customer issues.
• Keep current on all aspects of background screening and occupational health programs, including scopes, configurations, pricing, and adjudication.
• Share and implement best practices and maintain excellent customer relationships at all levels.
• Lead cross‑functional teams in a heavily matrixed environment and partner with internal account teams to review program performance.
• Manage customer contractual documentation (MSAs, Schedules, Statements of Work, SLAs, SOPs) and contract renewals.
• Develop and deliver unsolicited renewal proposals with clearly articulated value propositions.
• Perform monitoring and reporting duties and other assigned responsibilities.

• Bachelor’s degree (MBA preferred).
• 10+ years proven experience in sales account management, managing complex solutions and products for strategic national and global accounts.
• Experience managing C‑level relationships in large organizations.
• Strong command of MS Office, Salesforce, and client information tracking.
• Excellent oral and written communication, interpersonal, and multitasking skills.
• Organizational, analytical, and problem‑solving abilities.
• Professional demeanor, business maturity, and networking capabilities.
• Ability to navigate large organizations and build internal partnerships.

• Ability to work remotely with occasional business travel.
• Medical, vision, dental, and supplementary benefit plans.
• 401(k) with employer match and Employee Stock Purchase Plan.
• Competitive and flexible paid time off (PTO) and 9 paid company holidays.
• Access to technology and growth opportunities.
• Professional development and career growth initiatives.

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions are based solely on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by law.