Key Responsibilities:
- Client Relationship Management: Build and maintain strong relationships with clients, acting as their main point of contact. Understand client needs, objectives, and expectations, and proactively address any concerns or challenges.
- Onboarding and Implementation: Guide clients through the onboarding process, ensuring smooth implementation of background verification services. Collaborate with internal teams to gather client requirements, set expectations, and deliver on commitments.
- Account Management: Monitor and track client accounts to ensure client satisfaction and retention. Conduct regular check-ins, provide updates on services, and identify opportunities to upsell or cross-sell additional services based on client needs.
- Issue Resolution: Address client inquiries, concerns, and escalations in a timely and effective manner. Collaborate with internal teams such as operations, sales, and compliance to investigate and resolve client issues while keeping clients informed of progress.
- Client Training and Support: Provide training and assistance to clients on using the company's platform and services. Educate clients on best practices, new features, and enhancements to improve their experience and optimize their use of the services.
- Client Feedback and Reporting: Gather client feedback, identify trends, and share insights with the internal team to drive improvements in products and services. Generate and present regular reports on client satisfaction, usage, and key performance indicators.
- Upselling and Renewals: Identify opportunities to upsell additional services or products to existing clients based on their needs and objectives. Work closely with the sales team to maximize client renewals and achieve revenue targets.
- Industry and Competitive Knowledge: Stay updated on industry trends, regulations, and competitive landscape related to background verification services. Leverage this knowledge to provide value-added insights to clients and contribute to the company's growth strategy.
Qualifications and Skills:
- Bachelor's degree in business administration, communications, or a related field (preferred)
- Proven experience in a client-facing role, preferably in the background verification or HR industry
- Excellent interpersonal and communication skills, both written and verbal
- Strong problem-solving and critical-thinking abilities
- Ability to manage multiple client accounts and prioritize tasks effectively
- Proficiency in using customer relationship management (CRM) software and other relevant tools
- Knowledge of background verification processes, compliance requirements, and industry best practices
- Result-oriented mindset with a focus on client satisfaction and business growth
