VP, Customer Success at First Advantage in US_Remote

Job description

• The VP of Customer Success, develops individualized client strategies to retain and grow existing business. This role will support organizational growth by providing strategic client direction, building and maintaining new and existing client relationships, and working with the implementation team to ensure client projects are executed consistently and meet mutually agreed-upon terms and conditions. Bring your talent and skill to a place where you are a true, contributing member of a high-functioning team working for a global leader in the industry.

Responsibilities

• Design, develop, and implement a comprehensive strategy and operating plan for the Customer Services and Account Management organizations in a global, rapid growth environment focusing on obtaining results, creating an exceptional customer experience, and deepening client relationships.
• Retain and grow existing business by increasing account profitability, setting strategic direction, and aggressively expanding revenue across the mid-market client base.
• Meet or exceed key business and sales metrics, including quotas, revenue growth, client satisfaction, and inventory workflow management.
• Develop and manage an effective revenue pipeline strategy that generates the scale of opportunities needed to achieve growth targets within the existing client base.
• Lead the transformation of the organization into a proactive, customer-centric team of trusted advisors that applies a solutions-based sales approach.
• Develop a deep understanding of key clients’ strategic priorities and initiatives, clearly articulate their business goals, and align execution with the performance metrics and KPIs used to measure success.
• Oversee the daily operations of the Account Management team while building the capabilities and skills needed to attract, develop, and retain talent that delivers an exceptional client experience.
• Leverage retention, upsell, and benchmarking best practices to drive operational efficiency and sustainable account growth.

Requirements

• Bachelor’s degree or equivalent professional experience; MBA strongly preferred
• 10+ years of account management experience
• 5+ years of organizational leadership experience
• 5+ years of experience managing complex, high-value accounts of $500K or more
• Proven leadership through change and organizational transformation
• Strong understanding of how to drive growth in a competitive business environment
• Excellent tactical execution skills
• Strong process orientation, with the ability to improve and innovate tools, workflows, and established practices
• Skilled in developing clear, detailed, and persuasive communications and proposals
• Strong commitment to teamwork, collaboration, and continuous process improvement
• Effective stakeholder influence through strong verbal and written communication
• Strategic, self-directed, organized, and analytical, with excellent problem-analysis and problem-solving skills
• Proven success in building relationships, communicating across all organizational levels, influencing and negotiating, and establishing mutually agreed-upon expectations
• Diligent, resourceful, adaptable, and able to manage multiple priorities effectively
• Ability to travel at least 25% of the time
• Proficiency with Salesforce CRM
• Success working in a virtual environment
• Entrepreneurial mindset, with a proven ability to thrive in a dynamic, evolving environment and optimize limited resources

Skills

Required

• Account management
• Organizational leadership
• Strategic planning
• Client relationship management
• Revenue growth
• Sales metrics
• Process improvement
• Communication
• Teamwork
• Stakeholder influence
• Problem-solving
• Negotiation

Preferred

• Salesforce CRM
• Virtual work
• Entrepreneurial mindset

Benefits

• First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!
• The salary range for this position is approximately $200-225K annual base before bonus structure. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.