Client Relationship Management:

• Build and nurture strong relationships with clients, understanding their needs and objectives.
• Serve as the primary point of contact for clients, providing timely and accurate responses to their queries.
• Conduct regular check-ins and follow-ups to maintain open lines of communication.

Onboarding and Implementation:

• Guide clients through the onboarding process, ensuring a seamless transition and understanding of services.
• Collaborate with internal teams to set up and configure background verification systems according to client requirements.
• Conduct training sessions for clients to familiarize them with the platform and its functionalities.

Issue Resolution:

• Address client concerns and issues promptly, striving for effective and satisfactory resolutions.
• Collaborate with relevant teams (e.g., operations, technical support) to investigate and resolve client problems.
• Keep clients updated on the progress of issue resolution and provide follow-up support as necessary.

Account Management:

• Proactively monitor client accounts, ensuring service levels are met and contractual obligations are fulfilled.
• Identify opportunities for account growth and upselling additional services to enhance client satisfaction.
• Collaborate with the sales team to renew contracts and negotiate terms, aiming for long-term client retention.

Performance Monitoring and Reporting:

• Track and analyze client performance metrics to identify trends, patterns, and areas for improvement.
• Prepare regular reports on client usage, satisfaction, and key performance indicators.
• Share insights with internal stakeholders to enhance service delivery and address client needs effectively.

Requirements:

• Proven experience in client relationship management or customer success roles.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong problem-solving and conflict resolution abilities.
• Ability to prioritize tasks, manage multiple clients simultaneously, and work under pressure.
• Detail-oriented with a focus on accuracy and quality.
• Familiarity with background verification processes and compliance regulations is a plus.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Willingness to learn and adapt in a fast-paced, evolving industry.