Skills:
Customer Satisfaction, Communication Training, Communication, Customer Experience, Customer Service, Analytical Skills, Customer Success,
Responsibilities
Client Relationship Management:
- Build and maintain strong relationships with clients, acting as their primary point of contact and advocate within the company.
- Understand clients business goals and challenges, and provide strategic guidance on leveraging background verification services effectively.
- Conduct regular check-ins and proactive communication to assess client satisfaction and identify opportunities for collaboration.
Onboarding And Implementation
- Collaborate with internal teams to ensure a smooth onboarding process for new clients.
- Work closely with clients to understand their requirements, configure systems, and define success metrics.
- Provide training sessions and materials to help clients navigate and utilize background verification tools efficiently.
Account Expansion And Retention
- Identify opportunities to expand and upsell additional services to existing clients based on their needs and industry trends.
- Collaborate with the sales team to renew contracts, negotiate terms, and secure long-term client relationships.
- Conduct regular business reviews with clients to assess satisfaction, measure performance, and identify areas for improvement.
Issue Resolution And Support
- Act as a point of escalation for client issues, coordinating with internal teams to ensure timely resolution.
- Advocate for clients needs internally, ensuring their feedback is addressed and improvements are made.
- Provide proactive support and guidance to clients, assisting with troubleshooting, process optimization, and best practice recommendations.
Performance Monitoring And Reporting
- Monitor key performance indicators (KPIs) and metrics to track client success and identify potential risks or opportunities.
- Prepare regular reports and executive summaries to share insights on client performance, adoption, and satisfaction.
- Utilize data-driven insights to drive continuous improvement in client success strategies and service delivery.
Requirements
- Proven experience in customer success management or account management roles, preferably in a B2B environment.
- Strong interpersonal and communication skills, with the ability to build rapport and influence at all levels of an organization.
- Strategic mindset with the ability to understand clients business objectives and align them with background verification solutions.
- Excellent problem-solving and conflict resolution abilities.
- Strong project management skills with the ability to prioritize and manage multiple client relationships simultaneously.
- Familiarity with background verification processes, compliance regulations, and related industry trends.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Customer-centric approach with a passion for delivering exceptional service and driving customer success.
