Customer Success Manager

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 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.

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 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.  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 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.  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 year account management or other relevant experience for Account Management positions
• Proven ability to proactively identify and solve comp