Responsibilities:
Client Relationship Management:
- Serve as the primary point of contact for assigned clients, building strong relationships and understanding their unique business needs and requirements.
- Actively engage with clients to ensure their satisfaction, address inquiries, and provide timely and accurate responses to their requests.
- Regularly check in with clients to assess their experience, gather feedback, and identify opportunities to enhance their engagement with our services.
Service Delivery and Issue Resolution:
- Coordinate with internal teams, such as Operations and Quality Assurance, to ensure the smooth and timely delivery of background verification services to clients.
- Act as a liaison between clients and internal teams to resolve any service-related issues or escalations, ensuring prompt and satisfactory resolutions.
- Maintain a thorough understanding of our services, processes, and technology platforms to effectively address client inquiries and provide accurate information.
Client Training and Onboarding:
- Conduct client onboarding sessions, ensuring that new clients are well-informed about our services, processes, and access to relevant platforms.
- Provide training and support to clients on the effective use of our systems and tools, empowering them to navigate and utilize our services efficiently.
Client Success and Retention:
- Proactively identify opportunities to drive value and enhance client satisfaction through upselling, cross-selling, and recommending additional services.
- Monitor client usage and engagement metrics, identifying potential risks or areas for improvement, and taking appropriate measures to mitigate them.
- Collaborate with the sales team to support contract renewals and expansion opportunities, ensuring a high rate of client retention.
Reporting and Analysis:
- Track and report on key performance indicators (KPIs) related to client satisfaction, usage, and retention.
- Analyze client data and trends to identify insights and opportunities for process improvement and service enhancement.
- Prepare regular reports and presentations to share findings and recommendations with internal stakeholders.
Qualifications:
- Proven experience (2+ years) in a client-facing role, preferably in a client success, account management, or customer service capacity.
- Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients.
- Excellent problem-solving and decision-making abilities, with a client-centric approach.
- Ability to multitask, prioritize tasks, and manage time effectively.
- Detail-oriented with a focus on delivering high-quality service.
- Proficiency in CRM software, project management tools, and Microsoft Office suite.
