VP, Customer Success

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career, and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You'll Do:
The VP of Customer Success develops individualized customer strategies to retain and grow existing business. This role will support organizational growth by providing strategic customer direction, building and maintaining new and existing customer relationships, and working with the implementation team to ensure customer 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 customer relationships.
• Maintain, grow, and increase existing business's profitability and manage the assigned accounts' strategic direction. Aggressively expand revenue within the existing mid-market base customers.
• Meet or exceed standard business and sales metrics, including quotas, revenue growth, customer satisfaction, and inventory workflow management.
• Create an effective revenue pipeline strategy and effectively manage the process to create the scale of opportunities necessary to meet targets within the existing customer base.
• Transform the current organization into a customer-centric, proactive, trusted advisor organization that uses a solutions sales approach.
• Demonstrate an understanding of the qualitative strategies and initiatives of the existing vital customers and articulate their companies' goals, including gaining an experience with the performance metrics or KPIs that will be used to measure execution success.
• Oversee the daily operations of the Account Management staff. Build and maintain the capabilities and skills within the Services organization to help attract, develop, and retain the talent required to deliver a successful customer experience.
• Utilize retention and upsell practices and benchmarking processes to drive operational efficiencies

What You Will Need to be Successful:

• Bachelor’s degree or equivalent working experience; Advanced degree, a plus
• 10+ years of related experience in Account Management
• 5+ years of organizational leadership experience
• 5+ years of experience managing accounts valued at over $500k (considerable company experience managing complex, high-value accounts)
• Working within a Salesforce CRM system, preferred
• Exposure to working in a virtual work environment, preferred
• Ability to manage and lead during times of change and organizational transformation
• Knowledge of how to work growth businesses in a competitive environment
• Excellent tactical execution skills
• Strong sense of process and the ability to innovate on process tools and conventions
• Ability to craft detailed, well-written communications and proposals
• Ability to travel at least 25%

Other Knowledge, Skills, and Abilities:

• High emphasis on teamwork, collaboration, and process innovation
• Ability to influence others through strong verbal and written communication
• Strategic mindset; self-directed, organized, analytical, and have excellent problem analysis/problem-solving skills
• Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations
• Diligent, resourceful, versatile, and able to multitask
• Entrepreneurial style with proven ability to thrive in a dynamic, changing environment where a critical key to success is the ability to optimize and leverage limited resources, preferred

Why First Advantage is Your Next Big Career Move:
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 customers through meaningful changes as we continue to expand our impact.
Additional benefits offered to our eligible people include:

• 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!

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $140-175K base annually. 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.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.