Business Partner, Customer Success

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

📋 Description

• Safeguard, enhance, and advocate for the client account by boosting expenditure, monetization, program adoption, and overall account value.

• Discover new opportunities within the account, encompassing departments, hiring managers, labor categories, service lines, and areas with limited spending.

• Establish and nurture trustworthy relationships with senior and executive client leaders along with key stakeholders.

• Collaborate with Customer Success, HR, Procurement, and Hiring Manager stakeholders to convert program data into insights, recommendations, and growth prospects.

• Position the program as a strategic solution and deliver training, education, and market insights.

• Facilitate corporate, client, and team communications.

• Address and resolve program, team, and personnel issues impacting client satisfaction, account health, or commercial momentum.

• Oversee the opportunity pipeline, including forecasting, growth targets, spending, utilization, and program expansion.

• Lead or assist in QBRs and routine business reviews.

• Ensure daily client requirements and SLA/KPI compliance with Service Delivery and back-office teams.

• Supervise supplier/vendor reporting, KPIs, job-category coverage, response timings, candidate quality, rationalization, and optimization.

• Identify and manage escalations, involving the Program Leader when necessary.

• Maintain the VMS supplier relationship and ensure system performance.

• Guarantee accurate and timely billing, reporting, analysis, and weekly/monthly status updates.

• Assist with program and project modifications and enhancements.

• Promote continuous improvement in processes, utilization, satisfaction, and commercial performance.

• Complete mandatory compliance training and consider safety implications in decision-making.

⛳️ Requirements

• Proficient knowledge of the Staffing Industry, Managed Service Provider (MSP), Vendor Management Systems (VMS), Procurement, Statement of Work (SOW), and Human Resources (HR).

• Experience in leading teams to achieve service level agreements (SLAs) and key performance indicators (KPIs) relevant to MSP business performance.

• Strong expertise and attention to detail in report development, management, and quality assurance.

• Experience in identifying and spearheading process improvement initiatives.

• Experience in Project Management.

• Proficient in effective communication, presentation, time management, organizational, and planning skills.

• Proficient in MS Excel and MS PowerPoint.

• Experience with Business Intelligence tools and utilizing analytics for decision-making; Power BI preferred.

• Experience in commercial account management, including pipeline management, forecasting, QBR/business-review preparation, stakeholder mapping, and growth planning.

• Familiarity with modern sales technology and CRM platforms, such as Salesforce or Microsoft Dynamics, and tools like ZoomInfo, Outreach, Gong, Highspot, or similar.

• Proven track record of developing and strengthening client relationships.

• Fiscal accountability in account management.

• Ability to manage through influence.

• Exceptional communication skills.

• Capability to problem-solve and convey conceptual information to all levels of internal and external management.

• Ability to initiate, propose, or deliver solutions through designated channels.

• Competence in building and executing project plans.

• Ability to manage data collection and reporting for both regular and ad hoc reporting needs.

• Commitment to excellence, stress tolerance, attention to detail, proactive support, urgency, dedication, and accountability.

• Minimum of 3 years of experience within a Managed Service Program or Staffing management context.

• General understanding of MSP/Human Capital/Staffing, Human Resources, Procurement, and Contracts.

• Eligibility to work in the United States; applicants must confirm their legal authorization to work in the United States.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement plan with employer matching.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and training.

• Flexible work arrangements.