Customer Success Director; Retail Vertical

Overview

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.

Our Customer Success Director is a member of the Account Management Team. This is an enterprise level 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 under the Retail Vertical. It is anticipated that you will ensure 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.

While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located in the United States.

• Main point of contact for client communications, ensuring effective coordination of customer success, analyst, and strategic teaching resources.
• Oversee the customer analyst program and analytics-driven projects while developing and delivering impactful business reviews.
• Develop clear and thorough strategic account management plans detailing all relevant information about customers, their industries, and their specific risk history. Track revenue trends and upsell opportunities and analyze competitive threats. Meet or exceed quarterly and annual revenue objectives within a defined list of named accounts.
• Identify additional products or solutions FA can provide.
• Identify required cross functional resources needed to maximize revenue opportunities and penetrate market with FA products and solutions.
• Clearly demonstrate understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate benefits, and answer client questions or implement solutions in a timely fashion. Maintain a current understanding of competitor offerings so that you can effectively sell the advantages of First Advantage.
• 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 by analyzing root causes and bringing resolution.
• 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.
• 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.
• Host cadence client calls to nurture and grow account relationship.
• Perform other duties as assigned.

• Bachelor's Degree or equivalent (MBA optional but preferred)
• 5+ 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.
• Work experience in professional account management and sales environment is desirable
• Proficiency with MS Office applications including Word, PowerPoint, and Excel
• Salesforce use and familiarity in helping track client information helpful
• Strong oral and written communication, and interpersonal skills.
• Outstanding multi-tasking and time-management abilities.
• Excellent organizational, analytical, problem analysis and problem-solving skills
• This position requires travel, which includes overnight travel with as much as 20% travel requirements.
• Demonstrated networking capabilities,…