Customer Success Business Partner, Workforce Solutions

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

📋 Description

• Safeguard, enhance, and champion the client account by elevating spend, monetization, program adoption, and overall account value.

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

• Establish and nurture trusted relationships with senior and executive client leaders.

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

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

• Deliver training, education, market insights, and commercial thought leadership.

• Facilitate corporate, client, and team communications.

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

• Manage account pipeline, forecasting, growth targets, spend, utilization, and program expansion.

• Lead or assist in QBRs and business reviews.

• Coordinate daily operations with Service Delivery and back-office teams, ensuring compliance with SLA/KPI standards.

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

• Handle escalations and maintain VMS supplier relationships.

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

• Assist with program and project modifications and enhancements.

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

• Complete necessary compliance training while considering safety implications in decision-making.

⛳️ Requirements

• Proven MSP professional experience.

• In-depth 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 and key performance indicators pertinent to MSP business performance.

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

• Proven ability to identify and spearhead process improvement initiatives.

• Project Management experience is essential.

• 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.

• 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, along with tools like ZoomInfo, Outreach, Gong, Highspot, or similar.

• Demonstrated success in developing and maturing client relationships.

• Fiscal accountability for account management.

• Ability to manage by influence and communicate effectively.

• Strong problem-solving skills and the capability to present 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, with stress tolerance, attention to detail, proactive team and client support, 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.

• Legally authorized to work in the United States.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Collaborative and supportive work environment.