Customer Success Business Partner, Workforce Solutions

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

📋 Description

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

• Discover new business prospects within the account, targeting departments, hiring managers, labor categories, service lines, and areas with limited or unexploited spend.

• Establish and nurture trusted relationships with senior and executive client leaders as well as stakeholders in Customer Success, HR, Procurement, and Hiring Management.

• Convert program data into actionable insights, recommendations, and growth opportunities.

• Position the program as a strategic solution instead of merely a transactional delivery service.

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

• Assist with corporate, client, and team communications.

• Address and resolve issues related to programs, teams, and personnel that impact client satisfaction, account health, or commercial momentum.

• Oversee account pipeline, forecasting, growth, spending, utilization, and targets for program expansion.

• Lead or assist with QBRs and regular client business reviews.

• Collaborate with Service Delivery and back-office teams to fulfill client requirements and ensure SLA/KPI compliance.

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

• Manage escalations and coordinate with the Program Leader when necessary.

• Cultivate a strong relationship with the VMS supplier and ensure system performance aligns with customer expectations.

• Guarantee accurate and timely billing, reporting, and analysis, including weekly and monthly status reports.

• Assist in program and project modifications and enhancements.

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

• Complete necessary compliance training and consider the safety implications of decisions.

• Contribute to maintaining a safe, healthy, and environmentally responsible workplace.

⛳️ Requirements

• Familiarity with 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 background and attention to detail in report development, management, and quality assurance.

• Experience in identifying and spearheading process improvement initiatives.

• Project Management experience.

• Proficient in effective communication, presentation, time management, organization, and planning techniques.

• Proficiency in MS Excel and MS PowerPoint.

• Experience with Business Intelligence tools and utilizing analytics to drive decisions; Power BI preferred.

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

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

• Proven record of growing and developing client relationships.

• Fiscal responsibility in account management.

• Ability to manage through influence.

• Excellent communication skills.

• Capable of problem-solving and presenting conceptual information to all levels of internal and external management.

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

• Competence in building and executing project plans.

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

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

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

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

• Must be legally authorized to work in the United States.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance options.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• Supportive and inclusive company culture.