Responsibilities:
Client Onboarding:
- Guide clients through the onboarding process, ensuring a seamless and efficient experience.
- Collaborate with the sales and implementation teams to ensure smooth transition from prospect to active client.
Relationship Management:
- Build strong, long-lasting relationships with clients, acting as their primary point of contact.
- Proactively engage with clients to understand their needs, challenges, and objectives related to background verification services.
- Regularly conduct check-ins with clients to assess their satisfaction levels and identify opportunities for improvement.
Issue Resolution:
- Address and resolve client inquiries, concerns, and complaints promptly and professionally.
- Collaborate with internal departments, such as operations and technology, to ensure timely resolution of client issues.
Customer Training and Education:
- Conduct training sessions for clients to familiarize them with our platform and services.
- Provide ongoing education and support to clients on best practices and industry trends in background verification.
Client Retention and Upselling:
- Work towards client retention and renewal by demonstrating the value of our services and addressing client pain points.
- Identify upselling and cross-selling opportunities within existing client accounts.
Customer Feedback and Advocacy:
- Collect feedback from clients and relay it to relevant teams to drive continuous improvement.
- Encourage client advocacy and referrals by delivering exceptional service.
Metrics and Reporting:
- Track and report key customer success metrics, such as client satisfaction, retention rates, and upselling opportunities.
Industry Knowledge:
- Stay up-to-date with industry trends, regulations, and best practices in background verification to provide informed insights to clients.
Requirements:
- Bachelor's degree in business, communication, or a related field (or equivalent work experience).
- Proven experience in customer success, account management, or client-facing roles, preferably in the background verification or HR services industry.
- Strong interpersonal and communication skills to build rapport and convey information effectively.
- Problem-solving mindset with the ability to handle challenging situations and provide solutions.
- Highly organized and detail-oriented, capable of managing multiple clients and tasks simultaneously.
- Knowledge of background verification processes and regulations is a plus.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
