Responsibilities:
Team Management:
- Lead, mentor, and supervise a team of Client Success Managers, providing guidance, support, and fostering a positive and collaborative team culture.
- Set performance goals, conduct regular performance evaluations, and provide ongoing coaching and feedback to team members.
- Coordinate team activities, ensuring effective workload distribution and resource allocation.
Client Relationship Management:
- Develop and maintain strong relationships with key client stakeholders, acting as their primary point of contact for all inquiries, escalations, and requests.
- Collaborate with Client Success Managers to understand clients business needs, goals, and challenges, and ensure their satisfaction throughout the engagement.
- Conduct periodic client meetings, check-ins, and business reviews to gather feedback, address concerns, and identify opportunities for value creation.
Client Success Strategy:
- Collaborate with cross-functional teams, including Sales, Operations, and Product, to develop and execute a comprehensive client success strategy.
- Work with Client Success Managers to identify opportunities for upselling and cross-selling our background verification services, driving revenue growth.
- Provide insights and recommendations based on client feedback to enhance product offerings and improve service delivery.
Client Retention and Renewals:
- Develop and implement strategies to improve client retention rates and increase contract renewals.
- Monitor client usage and engagement metrics, identify potential churn risks, and take proactive measures to mitigate them.
- Collaborate with the Sales team to manage contract renewals, expansions, and upselling opportunities, ensuring timely and accurate renewals.
Performance Analysis and Reporting:
- Track, measure, and analyze key performance indicators (KPIs) related to client satisfaction, retention, and revenue growth.
- Provide regular reports and insights to senior management, highlighting team performance, client feedback, and strategic recommendations.
- Utilize data-driven insights to identify areas for improvement, implement process enhancements, and drive continuous improvement within the Client Success team.
Qualifications:
- Proven experience (5+ years) in a client success or account management role, preferably in the background verification or HR services industry.
- Demonstrated experience in managing and leading a team, with strong leadership and coaching abilities.
- Excellent interpersonal and communication skills, with the ability to build and maintain relationships with clients at various levels.
- Strong problem-solving and decision-making abilities, with a customer-centric approach.
- Proficiency in CRM software, project management tools, and Microsoft Office suite.
- Analytical mindset, comfortable working with data and utilizing it to drive strategic initiatives.
- Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
