Customer Success Business Partner

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

📋 Description

• Report directly to the Program Leader within the Program Management Office team assigned to a Guidant Global MSP client.

• Safeguard, enhance, and defend the account by boosting expenditure, monetization, program engagement, and overall client value.

• Discover new opportunities across various departments, hiring managers, labor categories, service lines, and areas of unmanaged or underutilized spend.

• Establish trusted relationships with senior and executive client leaders, linking program performance to business results.

• Collaborate with Customer Success, HR, Procurement, and Hiring Manager stakeholders.

• Convert program data into insights, recommendations, and growth prospects.

• Sustain client relationships and satisfaction, positioning the program as a strategic solution.

• Deliver training, education, and market insights to client stakeholders.

• Support corporate, client, and team communications.

• Resolve issues related to the program, team, and personnel that may impact client satisfaction, account health, or commercial progress.

• Oversee account pipeline, forecasting, targets, QBRs, and business reviews.

• Manage daily operations, SLA/KPI compliance, supplier/vendor performance, and VMS performance.

• Handle escalations and coordinate with Service Delivery, back-office teams, the VMS Supplier, and the Program Leader.

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

• Assist with program/project modifications and enhancements.

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

• Fulfill workplace health, safety, and environmental compliance obligations.

⛳️ Requirements

• At least 3 years of experience in a Managed Service Program or Staffing management environment.

• Familiarity with the staffing industry, Managed Service Provider (MSP), Vendor Management Systems (VMS), Procurement, Statement of Work (SOW), and Human Resources (HR).

• Proven experience leading teams to achieve SLAs and KPIs pertinent to MSP business performance.

• Background in report development, management, and quality assurance.

• Experience in identifying and spearheading process-improvement initiatives.

• Project management experience is required.

• Strong communication, presentation, time management, organizational, and planning skills.

• Proficient in MS Excel and MS PowerPoint.

• Familiarity with business intelligence tools and analytics-driven decision-making; Power BI is preferred.

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

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

• Proven track record of developing and nurturing client relationships.

• Fiscal accountability for account management.

• Ability to manage by influence.

• Exceptional communication skills.

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

• Competence to initiate, recommend, or provide solutions through designated channels.

• Ability to create and execute project plans.

• Skill in managing data collection and reports for regular and ad hoc reporting needs.

• Strong commitment to excellence, stress resilience, attention to detail, proactive support, urgency, dedication, and accountability.

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

• Legally authorized to work in the United States.

🏝️ Benefits

• Safe and secure working environment.

• Compliance training.

• Commitment to equal opportunity and a positive workplace culture.

• Workplace health, safety, and environmental practices.