[Hiring] Associate Customer Success Partner @First Advantage Global operating Centre

Role Description

A successful Associate Customer Success Partner (ACSP) serves in a consultative sales and account management capacity, concentrating on revenue retention, expansion, and driving overall growth within assigned enterprise accounts. In this role, the individual is expected to stay current with First Advantage (FADV) solution offerings, monitor competitive threats, and keep abreast of industry trends.

Collaboration is a key aspect of the position, requiring partnership with cross-functional teams including product, operations, finance, technology, and others. The ACSP is also responsible for monitoring customer program activity, which includes tracking key performance indicators (KPIs), identifying risks and threats, and assessing customer satisfaction levels.

Additionally, the role involves developing, maintaining, and executing account plans and conducting business reviews in close coordination with both internal partners and external customer stakeholders. The ACSP manages a portfolio of 10+ customer accounts and is responsible for an annual contract value of $1.5M+.

Responsibilities:

• Relationship Management:
  • Act as the primary point of contact for assigned customers, both internally and externally, ensuring that all communications and needs are addressed effectively.
  • Proactively identify gaps within customer programs and recognize opportunities for improvement to better serve client needs.
  • Clearly communicate the value proposition of FADV, demonstrating a thorough knowledge of pricing, procedures, and competitive advantages.
  • Develop and propose pricing strategies, terms, and conditions for contract renewals, while ensuring all necessary approvals and signatures are obtained.
  • Lead bi-weekly engagement calls with customers and provide thorough meeting recaps to ensure clear communication and follow-up.
• Service Delivery:
  • Actively resolve problems and pursue opportunities for product or service expansion, optimizing the overall customer experience.
  • Collaborate with cross-functional teams to achieve customer objectives and deliver solutions tailored to client needs.
  • Address customer concerns and questions promptly, escalating issues as necessary to ensure resolution.
  • Take full ownership of resolving customer issues, ensuring satisfaction and closure.
  • Offer alternative solutions to address customer concerns and maintain high service standards.
  • Strive to meet or exceed customer satisfaction KPIs, continuously improving customer experience.
• Business Reviews and Reporting:
  • Deliver comprehensive reports and presentations that showcase FADV products and services to clients.
  • Maintain and document open issues logs and project plans to ensure transparency and accountability.
  • Track, measure, and document achievements, risks, and opportunities for strategic alignment for each assigned account.
  • Prepare and deliver quarterly business reviews (QBR) to provide updates and insights to customers.
• Administrative:
  • Ensure all data and forecast updates are completed accurately and on time.
  • Manage customer contract events, ensuring all required documentation is properly completed.
  • Prepare renewal proposals, perform necessary analysis, and secure required approvals for customer accounts.
  • Maintain all necessary business records for each assigned customer, ensuring thorough documentation and compliance.
• Revenue Quota Achievement:
  • Meet or exceed monthly, quarterly, and annual quotas, including targets related to retention, growth, and up/cross selling.

Qualifications

• 3-5 years consultative account management experience, for national and/or global accounts
• Experience upselling and cross-selling technology solutions/products to an assigned book of business
• Exhibits business maturity and a professional demeanor while working with executive-level customers
• Strong oral and written communication, and presentation skills
• Excellent organizational, analytical, problem analysis and problem-solving skills
• Proficiency with MS Office applications, including Word, PowerPoint, and Excel
• Outstanding multi-tasking and time-management abilities
• BS/BA or equivalent, MBA optional but preferred
• Willing and able to travel up to 30%
• Minimum 3 years of virtual work experience, preferred.
• Able to work on Eastern time zone, preferred

Benefits

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program