Customer Success Director

We are seeking an individual located in the UK. This is a Remote work from home position and individual is required to reside and be authorized to work in the United Kingdom. We are on the front line of recruitment enabling organizations to hire smarter and onboard faster. 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.  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. We are seeking a remote Customer Success Director; Individual must be in United Kingdom. About First Advantage First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI First Advantage’s platforms data and APIs power comprehensive employment background screening identity solutions and verification services.  Headquartered in Atlanta GA we have an internationally distributed workforce of about 10000 employees spanning 17 countries. With a strong emphasis on innovation automation and customer success First Advantage empowers 80000 organizations to modernize their hiring and onboarding processes on a global scale. What You'll Do: This 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. Responsibilities: 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. Meet or exceed monthly 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 your understanding of First Advantage pricing administrative procedures and organization to effectively articulate First Advantage benefits in a manner meaningful to a customer as well as answer client’s questions or implement solutions in a timely fashion. Maintain a current understanding of First Advantage competitor’s offerings (i.e. price product service or solution) so that you can effectively sell the advantages of First Advantage over those offered by its competitors.

• 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

What You May Need to be Successful:

• Bachelor's degree or equivalent work 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 including Word PowerPoint and Excel.

• 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.

Preferred:

• 3 years of virtual work experience

• Work experience in the professional sales environment is desirable

Why First Advantage is Your Next Big Career Move First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences drive the development and deployment of scalable solutions and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

• Health & Wellbeing: Medical Vision Dental Bike2Work Scheme Employee Assistance Programme.

• Personal Financial Planning: Pension with employer contribution Life Assurance and Financial and Legal Helpline.

• Personal & Family Leave: Holidays (PTO) Enhanced Maternity Leave Sick Pay.

• Career Development: Mentoring Programme SOAR Programme (Manager development) and Annual Performance Reviews.

What Are You Waiting For? Apply Today! You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise tell us about you by applying now!

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates employees and clients and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race color ethnicity ancestry religion sex national origin sexual orientation age citizenship status marital status disability gender identity gender expression veteran status genetic information or any other area protected by applicable law.