Job Description

Customer Success Manager, EMEA
First Advantage is changing the face of the background screening industry, we're driving innovation by listening to our customers and implementing agile development and design-based
Learning methodologies in the HR Tech Space.
If you are looking to grow your career in a culture that is ready for innovative thinkers, First Advantage is the place for you.
We are home to 10,000+ employees across 26 locations and serve 35,000+ customers in 200+ countries and territories. And, with the industry's largest global footprint, we are truly a worldwide organisation.
Job Summary and role purpose

• The Customer Success Manager will be responsible for providing excellent account management support to the EMEA region.
• To drive increased customer engagement within FADV customer base and increase customer satisfaction at every level From users to Stakeholder ownership.
• To manage and develop customer relationships within the assigned customer group, measured by the expansion of revenue within your assigned customer base
• Retain existing accounts during renewal or competitive re-bids.
• To grow revenues with assigned portfolio of accounts
• Establish trusted advisor relationship through driving customer value, masureable business outcomes and customer satisfaction

Key areas include responsibility for:

• Develop and maintain in depth knowledge of assigned accounts and the processes and strategy within them
• Maintain and build strong relationships with key stakeholders in account portfolio and develop new contacts to build out our business opportunities
• Frequent telephone contact with key points of contact in each account
• Formal account planning meeting with senior stakeholders in each account
• Frequent contact with customers during sales or renewal cycles
• Provide advice on new products and service offerings
• Identify and review on an regular basis high risk customers and key actions required
• Act as the point of commercial escalation for any relevant financial or relationship issues and manage these to a satisfactory outcome
• Managing and preparing for Quarterly Business reviews
• Providing system demonstrations on our current and future platforms
• Financial Performance Tracking - Monitor clients monthly spends, identifying peaks and drops so you can act accordingly
• Process - Working with clients to identify any areas for improvement and sharing industry best practice
• Reviews - Analyse WIP reviews and work with Operations to resolve issues
• Project work - Collaborate with various other departments across the business to meet project deadlines
• Escalations - Responding to various issues/complaints received from clients and working with the relevant internal teams to ensure measures are put in place to avoid a repeat of the problem
• Commercial queries - Liaising with legal and compliance to resolve any pricing, contractual or legal issues
• Upselling - Identifying gaps in a client's program and showing them the value of adding this product into their program

Person Specification:
The successful candidate will have experience within Account Management/Sales/Customer Success environment. Experienced in working to targets and adhering to service level agreements, the ideal candidate will be strong in developing and communicating practical plans to increase client satisfaction in increase profitability.
The ideal candidate should have a proven track record of successful account management or Customer Success Management including:

• Ability to understand the needs/pain points of current and potential clients, showing empathy and winning their trust
• Excellent communication, presentation and analytical skills
• A clear and persuasive communicator, able to hold the interest of listeners at all levels
• Effective time management
• Able to plan, organise and prioritise a high level of work
• Proficiency in working in a Microsoft Office environment, including Excel, PowerPoint and Word
• Measurement of value and business outputs

The ideal candidate should have the following personal attributes and skills:

• Strong client focus, driven by metrics to increase client satisfaction and retention
• Eager to learn and develop a successful career within the business
• Collaborates positively within and across teams
• Able to create and maintain strong business relationships
• Outside-In Thinking: Ability to understand the client perspective and to proactively identify and develop solutions
• Self-directed and motivated
• Strong written and verbal skills, including presentations, training and chairing meetings
• Ability to work across business levels from business owner to executive
• Attention to detail and the ability to manage multiple tasks and relationships (including multiple customers simultaneously)

Location: Home based
Hours: TBC
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.
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