Skills:
Communication Skills, CRM, Customer Relationship Management (CRM), Client Services, Immediate joiner,
Responsibilities
Team Leadership:
- Lead, mentor, and manage 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.
- Facilitate team meetings, training sessions, and knowledge-sharing activities to enhance team effectiveness and professional development.
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.
- Understand clients business needs, goals, and challenges, and proactively identify opportunities to drive value and exceed client expectations.
- Conduct regular check-ins with clients to ensure their satisfaction, address any concerns, and gather feedback to improve service delivery.
Client Success Strategy
- Collaborate with cross-functional teams, including Sales, Operations, and Product, to develop and execute a comprehensive client success strategy.
- Identify opportunities for upselling and cross-selling our background verification services to existing clients, driving revenue growth.
- Work closely with the product team to provide client feedback and insights for product enhancements and new feature development.
Client Retention And Renewals
- Develop and implement strategies to improve client retention rates and increase renewal rates.
- 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 and expansion opportunities, ensuring timely and accurate renewals.
Reporting And Analysis
- Track, measure, and report on key performance indicators (KPIs) related to client satisfaction, retention, and revenue growth.
- Analyze client data and trends to identify areas for improvement and implement actionable insights.
- Prepare regular reports and presentations for senior management, highlighting team performance, client feedback, and strategic recommendations.
Qualifications
- Proven experience in a client success or account management role, preferably in the background verification or HR services industry.
- Previous experience in leading and managing a team.
- Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients at various levels.
- Excellent problem-solving and decision-making abilities, with a strong customer-centric approach.
- Analytical mindset, comfortable working with data and using it to drive strategic initiatives.
- Proficiency in CRM software, project management tools, and Microsoft Office suite.
- Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
