At a Glance
- Tasks: Build strong client relationships and ensure top-notch customer satisfaction.
- Company: Join First Advantage, a leader in background screening solutions.
- Benefits: Enjoy remote work, health perks, and career development opportunities.
- Other info: Dynamic, fast-paced environment with great growth potential.
- Why this job: Be part of a tech transformation and make a real impact.
- Qualifications: Bachelor’s degree and 3-5 years in account management required.
The predicted salary is between 35000 - 45000 £ per year.
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.
What You'll Do:
The Customer Success Manager will provide responsive customer service 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 capitalize on opportunities at the earliest possible stages. Maintain all required business records for assigned clients. Promote sales opportunities, and track product/revenue trends, and competitive threats. Focus efforts to provide superior service and solutions to both new and existing customers. 100% remote- United Kingdom (UK) Based. With Ability to travel quarterly as needed for sales kick off and other team events.
Responsibilities:
- Relationship development and management
- Serve as primary point of contact for assigned clients (approximately 12 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 maximizes 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.
- 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 utilize key performance metrics.
- Track and analyze 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.
- 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.
- Create unsolicited renewal proposals.
- Drive negotiation of pricing, and terms and conditions.
What You Will Need to be Successful:
- Minimum: Bachelor’s degree or equivalent experience.
- 3 to 5 year 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.
- 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.
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.
- Providing account management experience for technology-based products and services.
- Providing account management experience for products and services in the HR industry.
- Salesforce or equivalent CRM system.
Additional Skills, Abilities and Traits (all):
- Strong teamwork and collaboration with an outgoing personality.
- Ability to influence others through strong verbal and written communication.
- Strategic mindset; Self-directed, organized, analytical, problem analysis/solving.
- Ability to work under pressure, organize and prioritize 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.
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.
Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.
Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.
Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.
Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews.
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!
Equal Employment Opportunities at First Advantage:
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, color, 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.
Customer Success Manager employer: Sterling EMEA Limited
First Advantage is an exceptional employer that prioritises the well-being and growth of its team members, offering a supportive and inclusive work culture. With a focus on career development through mentoring programmes and performance reviews, employees are empowered to thrive in their roles while enjoying comprehensive health benefits and flexible working arrangements. Join us in a dynamic, remote environment based in the UK, where your contributions will directly impact our mission-critical solutions for leading global brands.
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 Sterling EMEA Limited. 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 Sterling EMEA Limited 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 Sterling EMEA Limited:Your cover letter is your chance to shine! Tell us why you want to work at Sterling EMEA Limited 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 Sterling EMEA Limited!
How to prepare for a job interview at Sterling EMEA Limited
✨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.
