Customer Success Business Partner, Workforce Solutions

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

📋 Description

• Safeguard, enhance, and advocate for the client account by driving increased spending, revenue generation, program adoption, and overall account value.

• Recognize new business prospects across various departments, hiring managers, labor categories, service lines, and areas of under-utilized expenditure.

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

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

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

• Provide training, education, market insights, and commercial thought leadership to client stakeholders.

• Assist with corporate, client, and team communications.

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

• Manage pipeline visibility, forecasting, growth targets, expenditure, utilization, and program expansion.

• Take ownership or support Quarterly Business Reviews (QBRs) and business assessments covering performance, delivered value, pipeline, market trends, and suggested actions.

• Coordinate daily operations with Service Delivery and back-office teams while ensuring compliance with SLAs/KPIs.

• Supervise supplier reporting, KPIs, job-category coverage, response timing, candidate quality, and supplier optimization.

• Identify and oversee escalations impacting program performance and client satisfaction.

• Maintain a robust relationship with the VMS supplier, ensuring system performance aligns with customer expectations.

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

• Support modifications and enhancements to programs and projects.

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

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

⛳️ Requirements

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

• Proven experience in leading teams to meet service level agreements (SLAs) and key performance indicators (KPIs) relevant to MSP business outcomes.

• Strong background in report development, management, and quality assurance.

• Experience in identifying and spearheading process improvement initiatives.

• Project management experience is essential.

• Effective communication, presentation, time management, organization, and planning skills.

• Proficiency in MS Excel and MS PowerPoint.

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

• Commercial account management experience, including pipeline management, forecasting, QBR/business review preparation, stakeholder mapping, and growth planning.

• Familiarity with Salesforce or Microsoft Dynamics and sales enablement/intelligence platforms such as ZoomInfo, Outreach, Gong, or Highspot.

• Proven track record of developing and nurturing client relationships.

• Fiscal accountability for account management.

• Ability to manage by influence and communicate effectively.

• Proficient in problem-solving and presenting conceptual information to all management levels.

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

• Competence in developing and executing project plans.

• Ability to manage data collection along with regular and ad hoc reporting.

• Passion for excellence, stress tolerance, attention to detail, proactive approach, urgency, dedication, and accountability.

• A minimum of 3 years of experience in a Managed Service Program or staffing management environment.

• A 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 as required.

• Commitment to an injury-free and healthy workplace.

• Commitment to minimizing environmental impact.