Team Leadership:

• Provide leadership, guidance, and mentorship to a team of Client Success Representatives.
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback.
• Promote a positive and collaborative team culture, fostering professional development and motivation.

Client Relationship Management:

• Develop and maintain strong relationships with key clients, acting as their main point of contact.
• Understand client needs, objectives, and challenges to effectively address their requirements.
• Proactively communicate with clients to ensure satisfaction, resolve issues, and build long-term partnerships.

Account Management:

• Oversee the onboarding process for new clients, ensuring a smooth transition and successful implementation of services.
• Monitor client accounts and regularly assess their performance, identifying opportunities for growth and improvement.
• Collaborate with internal teams (sales, operations, product) to develop account strategies and execute upselling/cross-selling initiatives.

Service Delivery and Issue Resolution:

• Ensure timely and accurate delivery of background verification services to clients.
• Handle escalated client issues and complaints, providing prompt resolution and follow-up.
• Collaborate with internal teams to resolve technical, operational, or procedural issues impacting client success.

Client Success Strategy:

• Develop and implement client success strategies, including proactive client outreach and engagement programs.
• Analyze client feedback, market trends, and competitive landscape to identify areas for improvement and drive innovation.
• Drive client satisfaction and retention by continuously enhancing the client experience and exceeding expectations.

Requirements:

• Proven experience in client success, account management, or a similar customer-facing role.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Solid understanding of background verification processes and related compliance requirements (knowledge of local regulations is a plus).
• Exceptional problem-solving and conflict resolution abilities.
• Analytical mindset with the ability to leverage data and insights to drive strategic decisions and improvements.
• Proficiency in CRM software, project management tools, and Microsoft Office suite.
• Results-oriented mindset with a focus on exceeding client expectations.