Sr. Customer Success Partner, Staffing Vertical (US Remote)

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

Our Sr. Customer Success Partner (Staffing Vertical) is a member of the Account Management Team. This Enterprise‑level account management position grows revenue in the most strategic accounts through sales of First Advantage products and solutions within a small number of named accounts on our Staffing Vertical. The role involves building and maintaining a strategic account plan, deploying resources, and penetrating the enterprise with FA solutions while maintaining existing revenue. You will coordinate with clients, operations management, and technology to ensure service levels are met. The role is 100% remote with up to 20% travel and requires candidates to be located in the United States.

Responsibilities

• Develop clear and thorough strategic account management plans detailing all relevant information about customers, their industries, and specific risk history. Track revenue trends and upsell opportunities and analyze competitive threats. Meet or exceed quarterly and annual revenue objectives within a defined list of named accounts.
• Identify additional products or solutions FA can provide.
• Identify required cross‑functional resources needed to maximize revenue opportunities and penetrate the market with FA products and solutions.
• Clearly demonstrate understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate First Advantage benefits in a meaningful manner to a customer, answer client questions, and implement solutions in a timely fashion. Maintain a current understanding of First Advantage competitor offerings to effectively sell the advantages of First Advantage over competitors.
• Prepare and deliver quarterly and annual client business reviews.
• Document and manage all action/project plans for the assigned client base.
• Analyze trends and make recommendations on potential changes to customer programs. Intervene as required to ensure customer satisfaction and provide solutions to business problems by analyzing root causes and bringing resolution.
• Update and maintain knowledge of all aspects of customers’ background screening and/or occupational health programs including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
• Constantly seek, share, and implement best practices.
• Establish and maintain excellent customer relationships at all levels to provide superior service and solutions. Manage customers with clear communication and needs analysis. Provide internal leadership in a heavily matrixed environment managing several cross‑functional resources.
• Partner with internal account team to review program performance.

Administrative

• Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals and proposal responses to RFPs. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to customers.
• Manage monitoring and reporting programs for customers.
• Host cadence client calls to nurture and grow account relationship.
• Perform other duties as assigned.

Experience

• Bachelor’s Degree or equivalent (MBA optional but preferred)
• 7+ years’ proven experience and track record in sales account management, managing complex solutions and products for strategic national or global accounts with C‑level relationship experience.
• Familiarity with Staffing, BPO, and/or RPO industries helpful.
• Work experience in professional account management and sales environment is desirable.
• Proficiency with MS Office applications including Word, PowerPoint, and Excel.
• Familiarity with reporting tools like Looker Analytics and PowerBI helpful.
• Salesforce use and familiarity in helping track client information helpful.
• Strong oral and written communication, and interpersonal skills.
• Outstanding multi‑tasking and time‑management abilities.
• Excellent organizational, analytical, problem‑analysis, and problem‑solving skills.
• This position requires travel, which includes overnight travel with as much as 20% travel requirements.
• Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity.
• Ability to navigate large organizations and build strong internal partnerships.

Benefits

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401(k) 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.

More About Our Values Code

• Honor Honesty, Consistency, and Responsibility: Do the right thing.
• Cultivate an environment of dignity: Show respect for the individual.
• Take an Outside‑In approach: Put the client first.
• Think out‑of‑the‑box: Innovate and create.
• Stay Team‑Oriented: Collaborate and appreciate each other.

Apply Today

What are you waiting for? 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.

Salary

The salary range for this position is approximately $90‑110K 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.

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.