As a Client Success Manager in a background verification company, your primary responsibility will be to ensure the success and satisfaction of our clients throughout their engagement with our services. You will serve as the main point of contact for assigned clients, building strong relationships and understanding their specific needs. You will work closely with cross-functional teams, including sales, operations, and customer support, to deliver exceptional client experiences and drive client retention and growth.

Key Responsibilities:

Client Relationship Management:

• Build and maintain strong relationships with assigned clients, serving as their trusted advisor and point of contact.
• Conduct regular check-ins and meetings to understand their background verification needs and provide updates on services.
• Proactively identify opportunities to expand services and upsell to existing clients based on their requirements.

Account Management:

• Serve as the main liaison between clients and internal teams, ensuring smooth communication and coordination of services.
• Collaborate with the operations team to oversee the implementation and execution of background verification projects for clients.
• Monitor project timelines, deliverables, and quality to ensure client expectations are met or exceeded.

Client Success Strategy:

• Develop and execute client success strategies to enhance client satisfaction, retention, and overall success.
• Conduct regular business reviews with clients, presenting key metrics, insights, and recommendations for improvement.
• Identify and address any potential risks or issues that may impact client satisfaction and take proactive measures to mitigate them.

Customer Support and Issue Resolution:

• Respond to client inquiries, concerns, and escalations promptly and effectively, providing appropriate solutions and ensuring client satisfaction.
• Collaborate with the customer support team to resolve any technical or operational issues faced by clients, ensuring a timely resolution.

Client Feedback and Product Enhancement:

• Actively gather client feedback, suggestions, and feature requests, and communicate them to the product development team for consideration.
• Provide insights and recommendations based on client feedback to improve the overall client experience and service offerings.
• Stay updated on industry trends, regulations, and best practices related to background verification, and share relevant information with clients.

Requirements:

• Bachelor's degree in business, human resources, or a related field (or equivalent experience).
• Proven experience in a client success or account management role, preferably in a background verification or HR-related industry.
• Strong understanding of background verification processes and compliance requirements is highly desirable.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence clients.
• Strong problem-solving and conflict resolution skills, with the ability to handle client issues professionally and efficiently.
• Ability to manage multiple clients and projects simultaneously, while maintaining attention to detail and meeting deadlines.
• Proficiency in using CRM software and other relevant tools for account management and client engagement.
• Results-driven mindset with a focus on client satisfaction and business growth.