• Provide responsive customer service and establish and maintain effective customer relationships to ensure maximum client satisfaction retention and market penetration of First Advantage employment screening products/solutions for enterprise and 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.

• Serve as primary point of contact for assigned clients (approximately 10-20 clients).
• Experience managing Enterprise level accounts within outsourced business environments, supporting both domestic clients and regional LATAM portfolios.
• 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 First Advantage products and services.

• 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.

• 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.

• 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.

• Attain monthly, quarterly and annual quota within a defined list of accounts.
• Articulate First Advantage  benefits; demonstrate clear knowledge of pricing, procedures and advantages of First Advantage  product/solutions versus competitors.
• Promote and offer additional First Advantage  products and services.
• Create unsolicited renewal proposals. This requires clear communication and needs analysis.
• Drive negotiation of pricing, and terms and conditions.

• Fluency in English and Spanish. Professional proficiency in Portuguese
• Bachelor’s degree or equivalent experience
• 3+ 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. 
• Experience working in a team environment
• Ability to lead customer QBR meetings
• Experience in a professional account management environment driving revenue growth
• Prior Salesforce or equivalent CRM system
• Sales and negotiation in recruiting or HR services industry, preferred
• Exposure to working in a virtual environment, preferred
• Feedback, training, methodologies, and product information delivery to management and field staff, preferred
• Account management experience for technology-based products and services, preferred
• Account management experience for products and services in the HR industry, preferred
• Ability to work a flexible schedule, 40-50 hours per week. Some positions may require up to 30% travel.

• 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.
• Interest in working in a fast-paced, dynamic start-up environment.
• Language : Spanish , English (Full Proficiency) and Portuguese (Professional Proficiency)

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.