Customer Success Manager

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

📋 Description

• Deliver prompt customer service while fostering strong client relationships to enhance satisfaction, retention, and market reach of employment screening solutions for mid-sized companies.

• Oversee client account activity, satisfaction metrics, and identify key indicators for potential issues and opportunities.

• Actively address concerns and seek opportunities for product or service enhancement.

• Keep accurate business records for designated clients.

• Identify sales opportunities and monitor product revenue trends and competitive challenges.

• Be the main point of contact for roughly 12 assigned clients.

• Create and present demonstrations of FADV products and services.

• Collaborate with internal and external teams to meet client goals.

• Address and resolve operational, billing, and technical challenges with internal support teams.

• Lead client engagement discussions, business reviews, and quarterly reporting sessions.

• Document and manage action items and project plans for assigned accounts.

• Establish and utilize key performance indicators to monitor account advancement and strategic direction.

• Prepare and conduct quarterly and annual reviews for clients.

• Maintain activity logs in Salesforce CRM.

• Handle customer contract documentation, including RFP responses, renewals, upsells, MSAs, Schedule As, Statements of Work, SLAs, and SOPs.

• Meet monthly, quarterly, and annual quotas for a specified account list.

• Clearly communicate FADV advantages and showcase product, pricing, process, and competitive insights.

• Encourage the adoption of additional FADV products and services.

• Generate unsolicited renewal proposals, perform needs assessments, and negotiate pricing along with terms and conditions.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• 3 to 5 years of account management or related experience suitable for Account Management roles.

• Demonstrated ability to proactively identify and resolve complex issues.

• Proven success in communicating ideas, delivering presentations, and influencing stakeholders.

• Capacity to thrive in a team-oriented environment.

• Proficiency in Microsoft Office applications, including Word, PowerPoint, and Excel.

• Certain roles may necessitate up to 30% travel.

• Experience in a professional account management setting focused on driving revenue growth.

• Familiarity with attending or leading customer QBR meetings.

• Sales and negotiation experience in the recruitment or HR services sectors.

• Experience working in a virtual work environment.

• Background in providing feedback, training, methodologies, and product knowledge to management and field personnel.

• Experience managing accounts for technology-driven products and services.

• Account management experience specifically in the HR sector.

• Familiarity with Salesforce or a similar CRM platform.

• Strong teamwork skills coupled with an outgoing personality.

• Excellent verbal and written communication abilities.

• Strategic thinker; self-motivated, organized, analytical, and adept at problem-solving.

• Ability to perform under pressure while organizing and prioritizing responsibilities and client requests.

• Skillful in building relationships, effectively communicating, persuading, influencing, negotiating, and setting mutually agreeable expectations.

• Dedicated to providing exceptional service in a competitive industry.

• Resourceful, adaptable, versatile, and capable of multitasking.

• Interest in thriving in a fast-paced, dynamic startup atmosphere.

🏝️ Benefits

• Medical, Vision, Dental, and Employee Assistance Program.

• Pension plan with employer contributions.

• Life Assurance coverage.

• Access to Financial and Legal Helpline.

• Paid Time Off (PTO) for holidays.

• Enhanced Maternity Leave policies.

• Sick Pay benefits.

• Mentoring Program availability.

• SOAR Program for managerial development.

• Annual Performance Review process.

• Opportunities for professional growth, including the award-winning SOAR program.

• Generous Paid Time Off Program.

• Volunteer Time Off (VTO) Policy.

• Competitive benefits package (medical, dental, etc.).

• Global Employee Assistance Program (EAP) access.

• Opportunities to engage with colleagues through six Employee Impact Groups and participate in Employee Experience events throughout the year.

• Quarterly travel for sales kick-offs and other team events as required.