About HireRight:
HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.
Overview:
Account Director is responsible for working directly with key customers to enhance their overall experience with HireRight with a focus on retaining customers, optimizing our products and services and ensuring that customer is ordering services based on what is expected/what has been sold. Account Director will primarily manage enterprise-level customers, including multi-national customers representing broad product use. Generally, the role will support accounts with annual revenue $700k to $3MM.

Responsibilities:

• Overall responsibility for managing the customer relationship (communications, expectations, key stakeholder relationships sponsorship, governance)
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.
• Acting as a liaison between internal product and services teams and the customer with a focus on communicating features, process and road-map and how they influence customer activities. Developing account success plans for customers that outline their critical success factors, metrics for success, all key stakeholders, potential issues, trends and provide recommendations to customer and to HireRight.
• Working closely with Implementation Services to facilitate transitions following initial or re-implementations
• Monitoring and facilitating the customer’s adoption of our services and time to revenue
• Leveraging customer relationships as needed for customer advocacy, user groups, case studies, and prospect references.
• Keeping customers informed of process and procedural changes.
• Identify optimization opportunities to ensure customer is utilizing the right features and services based on their risk mitigation profile
• Continually take the pulse of customer’s business via analytics, KPI and customer meetings
• Ensure customer is taking advantage of all materials, training, user groups, and communications available to them.
• Understand the competitor foothold within customer, if any.
• Navigates through the HireRight organizations and harness the necessary internal resources to ensure customer positive customer engagement and loyalty
• Operates within a globally, matrix environment
• Act as a mentor to Key Account Manager and Sr. Key Account Managers

Qualifications:

• 7+ years of Account Management or Sales experience (or equivalent) in a company with 1,000 or more employees working with large, complex, customers.

Knowledge & Skill:

• Has in-depth knowledge of a technical discipline or area.
• Provides subject matter expertise across sub-units.
• Has basic understanding of relationships that exist between all relevant groups within the company.
• Has very clear understanding of roles within own area.

Scope of Impact:

• May lead a small group on implementing projects with manageable risks and resources requirements.
• Gives advice to middle management on functional matters, or on the interpretation of policies and practices.
• Monitors costs of won work and may manage budgets for small projects or programs.
• May train professional staff.

Strategic Planning:

• Determines the nature of a complex or undefined problem and independently adapts and customizes the best solution from many alternatives.
• Solves complex problems and issues referred by others; takes a new perspective using existing solutions.
• Escalates higher risk/more unique problems.
• Decision making requires interpretive thinking and considerable judgment to develop solutions from factual background and fundamental principles.

Customer Focus:

• Anticipates and responds to customer needs by modifying practices/procedures to meet individual situations.
• Effectively communicates by adjusting communication style to audience.
• Persuades others to adopt a point of view for ideas/initiatives.

What do we offer:

• Overall responsibility for managing the customer relationship (communications, expectations, key stakeholder relationships sponsorship, governance)
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.
• Acting as a liaison between internal product and services teams and the customer with a focus on communicating features, process and road-map and how they influence customer activities. Developing account success plans for customers that outline their critical success factors, metrics for success, all key stakeholders, potential issues, trends and provide recommendations to customer and to HireRight.
• Working closely with Implementation Services to facilitate transitions following initial or re-implementations
• Monitoring and facilitating the customer’s adoption of our services and time to revenue
• Leveraging customer relationships as needed for customer advocacy, user groups, case studies, and prospect references.
• Keeping customers informed of process and procedural changes.
• Identify optimization opportunities to ensure customer is utilizing the right features and services based on their risk mitigation profile
• Continually take the pulse of customer’s business via analytics, KPI and customer meetings
• Ensure customer is taking advantage of all materials, training, user groups, and communications available to them.
• Understand the competitor foothold within customer, if any.
• Navigates through the HireRight organizations and harness the necessary internal resources to ensure customer positive customer engagement and loyalty
• Operates within a globally, matrix environment
• Act as a mentor to Key Account Manager and Sr. Key Account Manager