Position Summary:

As a Client Success Team Executive, your primary responsibility will be to ensure the satisfaction and success of the company's clients. You will play a crucial role in building and maintaining strong relationships with clients, addressing their needs, and ensuring the smooth execution of background verification services. Your expertise will contribute to the growth and retention of client accounts, while striving to exceed their expectations.

Key Responsibilities:

1. Client Relationship Management:

• Develop and maintain strong relationships with clients by understanding their unique requirements and providing exceptional service.
• Serve as the main point of contact for assigned clients, promptly responding to inquiries, concerns, and requests.
• Conduct regular check-ins with clients to assess their satisfaction and identify opportunities for improvement.
• Collaborate with cross-functional teams to address client issues, coordinate resolutions, and manage expectations.

1. Project Management:

• Manage the end-to-end process of background verification projects, ensuring timely completion and accuracy of results.
• Coordinate with clients to gather necessary information and documentation for background checks.
• Collaborate with internal teams, such as researchers and data analysts, to ensure smooth project execution.
• Monitor project progress, identify potential roadblocks, and proactively communicate updates to clients.

1. Account Growth and Retention:

• Identify opportunities to expand services and upsell additional background verification solutions to existing clients.
• Work closely with the sales team to understand client needs and provide insights for business development efforts.
• Conduct regular business reviews and deliver presentations to clients, highlighting the value and impact of the company's services.
• Proactively address client concerns and act as a trusted advisor to foster long-term partnerships.

1. Client Training and Support:

• Provide training and onboarding support to clients, ensuring they understand the company's processes and tools.
• Assist clients with technical issues, troubleshoot problems, and provide guidance on platform utilization.
• Create training materials, documentation, and best practice guides to empower clients in utilizing the company's services effectively.

1. Reporting and Analysis:

• Generate reports and analyze data related to client satisfaction, project success, and service utilization.
• Utilize data-driven insights to identify trends, patterns, and opportunities for improvement.
• Present findings to internal stakeholders and collaborate on strategies to enhance client success and retention.

Qualifications:

• Bachelor's degree.
• Proven experience in a client-facing role, preferably in a B2B environment.
• Strong interpersonal and communication skills, with the ability to build rapport and influence clients.
• Excellent project management skills, with a keen eye for detail and the ability to prioritize and multitask effectively.
• Familiarity with background verification or related industries is highly desirable.
• Proficient in using CRM software and Microsoft Office Suite.
• Analytical mindset with the ability to extract insights from data.
• Self-motivated, proactive, and results-oriented.