Associate Customer Success Partner

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Function in a consultative sales and account management role concentrating on revenue retention, expansion, and growth within designated enterprise accounts.

• Keep abreast of First Advantage solution offerings, competitive challenges, and industry developments.

• Collaborate with cross-functional teams including product, operations, finance, and technology.

• Monitor customer program performance, KPIs, risks, threats, and overall customer satisfaction.

• Create, sustain, and implement account plans.

• Conduct business reviews with both internal partners and external customer stakeholders.

• Oversee a portfolio of more than 10 customer accounts with an annual contract value exceeding $1.5M.

• Serve as the primary point of contact for designated customers.

• Identify gaps in programs and opportunities for improvement.

• Articulate First Advantage’s value proposition, pricing, procedures, and competitive strengths.

• Formulate pricing strategies, terms, and conditions for contract renewals, securing necessary approvals and signatures.

• Lead bi-weekly customer engagement calls and provide summaries of meetings.

• Address customer issues and explore opportunities for product or service expansion.

• Respond to and elevate customer concerns, taking ownership until resolution is achieved.

• Deliver reports and presentations that highlight First Advantage products and services.

• Maintain logs of open issues, project plans, business records, and account documentation.

• Track accomplishments, risks, and opportunities for strategic alignment.

• Prepare and present quarterly business reviews.

• Accurately complete data and forecast updates in a timely manner.

• Manage customer contract events and associated documentation.

• Draft renewal proposals, conduct analysis, and obtain necessary approvals.

• Achieve or surpass monthly, quarterly, and annual retention, growth, and up/cross-selling targets.

⛳️ Requirements

• 3-5 years of experience in consultative account management for national and/or global accounts.

• Proven experience in upselling and cross-selling technology solutions/products within an assigned portfolio.

• Business acumen and a professional demeanor when interacting with executive-level clients.

• Strong verbal and written communication skills, along with effective presentation abilities.

• Excellent organizational, analytical, problem analysis, and problem-solving skills.

• Proficiency in MS Office applications, including Word, PowerPoint, and Excel.

• Exceptional multi-tasking and time-management skills.

• BS/BA or equivalent required; MBA is optional but preferred.

• Willingness and ability to travel up to 30% of the time.

• A minimum of 3 years of experience working virtually is preferred.

• Preference for candidates who can work in the Eastern time zone.

🏝️ Benefits

• Employee Impact Groups.

• FA Cares volunteer opportunities.

• Mentorship Advantage Program.

• SOAR, an award-winning manager development program.

• Culture programs and benefits aimed at enhancing employee experience and development.