Relationship Management

• Act as the primary point of contact for assigned customers, both internally and externally, ensuring all communications and needs are addressed effectively.
• Proactively identify gaps within customer programs and recognize opportunities for improvement to better serve client needs.
• Clearly communicate the value proposition of FADV, demonstrating a thorough knowledge of pricing, procedures, and competitive advantages.
• Develop and propose pricing strategies, terms, and conditions for contract renewals, while ensuring all necessary approvals and signatures are obtained.
• Lead bi-weekly engagement calls with customers and provide thorough meeting recaps to ensure transparent communication and follow-up.

Service Delivery

• Actively resolve problems and pursue opportunities for product or service expansion, optimizing the overall customer experience.
• Collaborate with cross-functional teams to achieve customer objectives and deliver solutions tailored to client needs.
• Address customer concerns and questions promptly,



escalating issues as necessary to ensure resolution.
• Take full ownership of resolving customer issues, ensuring satisfaction and closure.
• Offer alternative solutions to address customer concerns and maintain high service standards.
• Strive to meet or exceed customer satisfaction KPIs, continuously improving customer experience.

Business Reviews and Reporting

• Deliver comprehensive reports and presentations that showcase FADV products and services to clients.
• Maintain and document open issues logs and project plans to ensure transparency and accountability.
• Track, measure, and document achievements, risks, and opportunities for strategic alignment for each assigned account.
• Prepare and deliver quarterly business reviews (QBR) to provide updates and insights to customers.

Administrative

• Ensure all data and forecast updates are completed accurately and on time.
• Manage customer contract events, ensuring all requ

📌 Associate Customer Success Partner (India)
🏢 First Advantage
📍 India