Customer Success Partner

Job Description

Accountabilities

• Partner with a Strategic Customer Success Partner to manage and grow a portfolio of top strategic healthcare accounts, taking shared responsibility for customer retention, satisfaction, and revenue growth.
• Implement and manage customer background screening programs in alignment with organizational requirements, business objectives, and evolving customer needs.
• Develop and maintain long-term customer agreements and renewal strategies designed to protect existing revenue and identify opportunities for account expansion.
• Develop a deep understanding of each customer’s organizational structure, priorities, business model, and strategic initiatives, using a consultative approach to recommend relevant solutions.
• Build and maintain multi-level relationships with key decision-makers and influencers to strengthen customer loyalty, reduce relationship risk, and support long-term account stability.
• Create and execute strategic account plans that provide a clear roadmap for revenue growth, customer retention, service excellence, and overall account development.
• Act as a liaison between customers, internal departments, and external partners to provide clear program guidance, resolve issues, and ensure a consistent customer experience.
• Manage customer interactions and account information through Salesforce, conduct regular business reviews, and use value-based recommendations to mitigate risks and enhance screening programs.
• Drive year-over-year book-of-business growth through revenue retention, cross-selling, upselling, and new business development while meeting deadlines and maintaining strong execution standards.
  

Requirements

• Hold a bachelor’s degree or possess equivalent professional experience.
• Bring 2+ years of experience in a client-facing role, preferably within customer success, account management, sales, or a related field.
• Demonstrate experience in sales, sales management, consultative selling, account expansion, cross-selling, upselling, and new business development.
• Possess strong client-focus and relationship-building skills, with a commitment to advocating for customer needs and delivering an exceptional client experience.
• Demonstrate strong negotiation and active listening skills, with the ability to uncover customer needs, frame issues effectively, and develop mutually beneficial solutions.
• Have strong analytical and problem-solving abilities, including the capacity to assess risks and opportunities, interpret performance indicators, and develop effective strategies in a high-volume environment.
• Possess excellent written and verbal communication skills, strong organizational abilities, and the capacity to work effectively both independently and collaboratively under strict deadlines.
• Demonstrate expert proficiency in Microsoft Office, particularly Excel and PowerPoint, along with intermediate Salesforce skills and a high level of comfort working with technology and software systems.
• Experience managing teams is considered an advantage, as is strong knowledge of enterprise production systems and customer-facing operational environments.

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