At a Glance
- Tasks: Support customers and build strong relationships to ensure satisfaction with our HR tech solutions.
- Company: Join a leading global provider in HR technology, focused on innovation and customer success.
- Benefits: Enjoy professional development, generous PTO, and competitive health benefits.
- Other info: Dynamic start-up environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by helping organisations hire smarter and onboard faster.
- Qualifications: 3-5 years in account management; strong communication and problem-solving skills required.
The predicted salary is between 40500 - 49500 £ per year.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide responsive customer success support and establish and maintain effective customer relationships to ensure maximum client satisfaction, retention, and market penetration of FADV employment screening products/solutions for mid-size organizations.
- Monitor client account activity, satisfaction levels, and other key indicators for issues and opportunities.
- Proactively pursue solutions to issues or capitalise on opportunities at the earliest possible stages.
- Maintain all required business records for assigned clients.
- Promote sales opportunities, track product/revenue trends, and competitive threats.
- Focus efforts to provide superior service and solutions to both new and existing customers.
Relationship development and management
- Serve as primary point of contact for assigned clients.
- Monitor activity, service levels, and client satisfaction to identify issues or opportunities at the earliest possible stages.
- Proactively pursue problem resolution and product/service expansion that maximises the customer experience.
- Develop and deliver presentations of FADV products and services.
Customer service excellence
- Work cross-functionally with internal and external partners to achieve client objectives.
- Escalate operational and technical issues to internal support team. This may relate to operations, billing, and technology.
- Stay focused on issue resolution until fully resolved.
- Assist in providing alternative solutions to product concerns.
Quarterly review and reporting on client activity
- Lead client engagement calls and business reviews.
- Document and manage all action/project plans within assigned accounts.
- Define and utilise key performance metrics.
- Track and analyse the progress and overall strategic direction for client accounts.
- Prepare and deliver quarterly (QBR) and annual (ABR) client business reviews.
Administrative
- Maintain activity records in Salesforce CRM.
- Manage customer contractual documentation within assigned accounts. This may include: proposal responses to RFPs, renewals, upsells, MSA’s, Schedule As, Statements of Work, SLAs, and SOPs.
- Upselling products and services.
- Attain monthly, quarterly, and annual quota within a defined list of accounts.
- Articulate FADV benefits; demonstrate clear knowledge of pricing, procedures, and advantages of FADV product/solutions versus competitors.
- Promote and offer additional FADV products and services.
- Create unsolicited renewal proposals. This requires clear communication and needs analysis.
- Drive negotiation of pricing, and terms and conditions.
Experience
- Minimum: 3 to 5 years account management or other relevant experience for Account Management positions.
- Proven ability to proactively identify and solve complex problems.
- Success communicating ideas, and presenting and influencing others.
- Work in a team environment.
Preferred (inclusive of minimum requirements)
- Work in a professional account management environment driving revenue growth.
- Attending/leading customer QBR meetings.
- Sales and negotiation in recruiting or HR services industry.
- Exposure to working in a virtual environment.
- Feedback, training, methodologies, and product information delivery to management and field staff.
- Providing account management experience for technology-based products and services.
- Providing account management experience for products and services in the HR industry.
Education
- Minimum: Bachelor’s degree or equivalent experience.
Additional Knowledge
- Required: Microsoft Office applications including Word, PowerPoint, and Excel.
- Work a flexible schedule, 40-50 hours per week. Some positions may require up to 30% travel.
Skills, Abilities and Traits (all required)
- Strong teamwork and collaboration with an outgoing personality.
- Ability to influence others through strong verbal and written communication.
- Strategic mindset; self-directed, organised, analytical, problem analysis/solving.
- Ability to work under pressure, organise and prioritise responsibilities and client requests.
- Ability to build relationships, communicate effectively, persuade, influence, negotiate, and establish mutually agreeable expectations.
- Committed to service in a highly competitive industry.
- Diligent, resourceful, versatile, and able to multitask.
- Interested in working in a fast-paced, dynamic start-up environment.
Equal Employment Opportunities
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, colour, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
Company Overview
First Advantage is a leading provider of global software and data in the HR technology industry. Enabled by its proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, digital identity solutions, and verification services. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organisations to hire smarter and onboard faster. Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200 countries and territories, modernising hiring and onboarding on a global scale.
Join us
Ready to make an impact and shape the future of trust in the workplace? Explore opportunities and join our team. As an award‑winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle. Join us and help shape the future of trust, guided by our values: Authenticity, Curiosity, Integrity, Teamwork, Customer‑inspired. Be a part of the growth, innovation, and impact we’re building at First Advantage!
Benefits
- Professional development opportunities, such as our award‑winning SOAR program.
- Generous Paid Time Off Program.
- Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities.
- Competitive benefits (medical, dental, etc.).
- Global Employee Assistance Program (EAP) available to all team members.
- Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year.
Customer Success Manager employer: LM Wind Power / GE
First Advantage is an exceptional employer that prioritises employee growth and development, offering comprehensive training and support for Customer Experience Specialists. With a strong emphasis on collaboration and a positive work culture, employees enjoy the flexibility of remote work while being part of a dedicated team committed to delivering outstanding service. The company fosters an environment where your contributions are valued, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LM Wind Power / GE. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LM Wind Power / GE before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LM Wind Power / GE:Your cover letter is your chance to shine! Tell us why you want to work at LM Wind Power / GE specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LM Wind Power / GE!
How to prepare for a job interview at LM Wind Power / GE
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
