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.

The Vice President Customer Success – EMEA, develops individualised client strategies to retain and grow existing business. This role will support organisational 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.

What You'll Do:

• Design, develop, and implement a comprehensive strategy and operating plan for the Customer Services and Account Management organisations in a global, rapid growth environment with a focus on obtaining results, creating an exceptional customer experience, and deepening client relationships.
• Maintain, grow, and increase the profitability of existing business and manage the strategic direction of assigned accounts.
• Aggressively expand revenue within the existing mid-market base clients.
• Meet or exceed standard business and sales metrics, including quotas, revenue growth, client 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 client base.
• Transform the current organisation into a customer-centric, proactive, trusted advisor organisation that uses a solutions sales approach.
• Demonstrate an understanding of the qualitative strategies and initiatives of the existing key clients and articulate the goals of their companies, including gaining an understanding of 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 organisation to help attract, develop, and retain the talent required to deliver a successful client experience.
• Utilise retention and upsell practices and benchmarking processes in order to drive operational efficiencies.

What You'll Need to be Successful:

• 10+ years related experience in Account Management.
• 5+ years of organisational leadership experience.
• 5+ years of experience managing accounts valued at over $500k (large company experience managing complex, high value accounts).
• Working within a Salesforce CRM system, preferred.

Other Knowledge, Skills, and Abilities You May Need to be Successful:

• Ability to manage and lead during times of change and organisational transformation.
• Knowledge of how to manage 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%.
• Maintain a high emphasis on teamwork, collaboration, and process innovation.
• Ability to influence others through strong verbal and written communication.
• Strategic mindset; self-directed, organised, analytical, and have excellent problem analysis/problem solving skills.
• Ability to build relationships, communicate effectively throughout an organisation, influence, negotiate, and establish mutually agreeable expectations.
• Diligent, resourceful, versatile, and able to multitask.
• Exposure to working in a virtual work environment, preferred.
• Entrepreneurial style with proven ability to thrive in a dynamic, changing environment where a critical key to success is the ability to optimise 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 experiences, 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.

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! We have great people here and are looking for more. Come join us!