Executive Director of 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.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
 

What You'll Do: 

We are seeking a seasoned Executive Director of Customer Success to manage and enhance our relationships with key clients, specifically in our Transportation Vertical. This role is pivotal in ensuring client satisfaction, driving strategic initiatives, and fostering long-term partnerships.
 
Responsibilities:

• Client Political Alignment/Management: understanding a client’s broader values, beliefs, and organizational priorities to effectively align your approach, communication, and solutions with their preferences.
• Strategic Planning: Collaborate with clients to understand their business objectives and align our solutions to meet their needs, developing tailored success plans.
• Performance Monitoring: Oversee the delivery of services, ensuring they meet agreed-upon standards and client expectations. Regularly review performance metrics and implement improvements as necessary.
• Issue Resolution: Proactively identify potential challenges and lead efforts to resolve issues promptly, maintaining high levels of client satisfaction.
• Cross-Functional Collaboration: Work closely with internal teams, including Sales, Product Development, and Operations, to ensure seamless service delivery and to advocate for client needs.
• Business Development: Identify opportunities for account growth and work with the sales team to expand service offerings.
• Reporting: Provide regular updates to senior management on account status, performance metrics, and strategic initiatives.

What You Will Need to be Successful:

• Experience: Minimum of 7+ years in customer success, account management, or related roles, with a proven track record of managing large, strategic accounts.
• Industry Knowledge: Deep understanding of the logistics and transportation industry.
• Leadership Skills: Demonstrated ability to lead cross-functional teams and influence stakeholders at all levels.
• Communication: Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively.
• Problem-Solving: Strong analytical and problem-solving abilities, with a proactive approach to identifying and addressing challenges.
• Education: Bachelor’s degree

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.
Additional benefits offered to our eligible people include:    

• Ability to work remotely with occasional business travel.    
• Medical, Vision, Dental, and supplementary benefit plans 
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)  
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays   
•  Access to tech and growth opportunities, and leaders who want you to succeed! 

More About Our Values Code

• Honor Honesty, Consistency, and Responsibility: Do the right thing
• Cultivate an environment of dignity: Show respect for the individual
• Take an Outside-In approach: Put the client first
• Think out-of-the-box: Innovate and create
• Stay Team-Oriented: Collaborate and appreciate each other

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!

The salary range for this position is approximately $125-150K base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.
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