First Advantage – Customer Success Director – Transportation – Remote, USA

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Job Description

First Advantage – Customer Success Director

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest asset — 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.

We are seeking a Customer Success Director- Transportation Vertical with experience and knowledge of DOT & FMCSA.

What We Do:

We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster™ First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 19 countries with about 5,500 employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.

Who You Are:

You are self-motivated and ready to “roll up your sleeves.” While you are an independent contributor, you are also collaborative. You can spearhead a project and see it through from start to completion.

As a team player, you navigate cross-functional teams and work well with team members in other business units and departments toward a common goal.

An Innovator — you see gaps in current processes or workflows as an opportunity to improve and try something new.

A lifelong learner and always seeking out opportunities to learn and upskill, you understand the importance of thorough and secure screenings and are interested in the Human Capital sector and the confluence of people, processes, and technology.

What You’ll Do:

The Customer Success, Director (Transportation Vertical) is a member of the Account Management Team. This is a consultative sales and prominent account management position to grow revenue in the most strategic accounts by selling First Advantage products and solutions within a few named accounts. It is anticipated that you will insure and grow this revenue stream via the development and ongoing maintenance of a strategic account plan and the definition of the strategic deployment of resources required to drive the penetration of FA solutions through the enterprise within your assigned accounts and to maintain the base revenue that is already present in those accounts. Coordinates with clients, operations management, and technology to ensure service levels are being maintained, and maximum client satisfaction, and retention. DOT experience is a plus.

While this role is 100% work-from-home, there will be occasional travel for training, team events, and client support.


Program Management

  • Develop clear and thorough sales account plans detailing all relevant information about customers, their industries, and their specific RISK history. Track revenue trends and sales opportunities and analyze competitive threats. Meet or exceed monthly and annual revenue objectives within a defined list of named accounts.
  • Identify additional products or solutions FA can provide.
  • Identify cross-functional resources needed to maximize revenue opportunities and penetrate the market with FA products and solutions.
  • Demonstrate your understanding of First Advantage pricing, administrative procedures, and organization to effectively articulate First Advantage benefits in a manner meaningful to a customer and answer clients’ questions or implement solutions promptly. In addition, maintain a current understanding of First Advantage competitor offerings (i.e., price, product, service, or solution) so that you can effectively sell the advantages of First Advantage over that offered by its competitors.
  • Prepare and deliver quarterly and annual client business reviews.
  • Document and manage all action/project plans for the assigned client base.
  • Analyze trends and make recommendations on potential changes to customer programs. Intervene as required to ensure customer satisfaction. Provide solutions to business problems by analyzing the root causes of issues and bringing resolution to the issues.
  • Update and maintain knowledge of all aspects of customers’ background screening and occupational health programs, including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
  • Constantly seek, share, and implement best practices.
  • Establish and maintain excellent customer relationships at all levels to provide superior service and solutions. Manage customers with clear communication and needs analysis. Provide internal leadership in a heavily matrixed environment managing several cross-functional resources.
  • Partner with the internal account team to review program performance.


  • Manage customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, and SOPs. Manage contract renewals and proposal responses to RFPs. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers.
  • Manage monitoring and reporting programs for customers.
  • Manage Regulatory Compliance for Transportation Clients consistent with various state and federal regulatory agencies’ requirements

What You May Need to be Successful:

  • Bachelor’s Degree or equivalent work experience
  • With 5+ years of proven experience and a track record in sales account management, we manage complex solutions and products for strategic National and or Global accounts with C-level relationship experience.
  • Transportation knowledge of State and Federal Guidelines a plus (DOT, FMCSA, etc.)
  • Experience working in the Transportation industry a plus (Driver Qualification knowledge a plus) Excellent organizational, analytical, problem-analysis, and problem-solving skills.
  • Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity

Other Knowledge, Skills, Abilities, or Certifications: 

  • Experience with Oracle products preferred, including Word, PowerPoint, and Excel.
  • Excellent verbal, written, and presentation skills
  • Ability to work under tight deadlines and competing priorities
  • Work experience in the professional sales environment is desirable
  • Outstanding multi-tasking and time-management abilities
  • Excellent organizational, analytical, problem-analysis, and problem-solving skills.
  • Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity
  • Knowledge and experience with FMCSA & DOT

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 8 paid company holidays
  • Access to new tech and growth opportunities, and leaders who want to see you succeed!

Our Culture Code

  • Do the right thing (honesty, consistency, responsibility)
  • Show respect for the individual (an environment of dignity brings out potential)
  • Put the client first (outside-in approach)
  • Innovate and create (out-of-the-box thinking)
  • Collaborate and appreciate one another (team-oriented)

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 $85,000-$95,000 USD per year. 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.

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.