Responsibilities:

Client Relationship Management:

• Build and maintain strong relationships with clients, acting as their primary point of contact and advocate within the company.
• Understand clients' business goals and challenges, and provide strategic guidance on leveraging background verification services effectively.
• Conduct regular check-ins and proactive communication to assess client satisfaction and identify opportunities for collaboration.

Onboarding and Implementation:

• Collaborate with internal teams to ensure a smooth onboarding process for new clients.
• Work closely with clients to understand their requirements, configure systems, and define success metrics.
• Provide training sessions and materials to help clients navigate and utilize background verification tools efficiently.

Account Expansion and Retention:

• Identify opportunities to expand and upsell additional services to existing clients based on their needs and industry trends.
• Collaborate with the sales team to renew contracts, negotiate terms, and secure long-term client relationships.
• Conduct regular business reviews with clients to assess satisfaction, measure performance, and identify areas for improvement.

Issue Resolution and Support:

• Act as a point of escalation for client issues, coordinating with internal teams to ensure timely resolution.
• Advocate for clients' needs internally, ensuring their feedback is addressed and improvements are made.
• Provide proactive support and guidance to clients, assisting with troubleshooting, process optimization, and best practice recommendations.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) and metrics to track client success and identify potential risks or opportunities.
• Prepare regular reports and executive summaries to share insights on client performance, adoption, and satisfaction.
• Utilize data-driven insights to drive continuous improvement in client success strategies and service delivery.

Requirements:

• Proven experience in customer success management or account management roles, preferably in a B2B environment.
• Strong interpersonal and communication skills, with the ability to build rapport and influence at all levels of an organization.
• Strategic mindset with the ability to understand clients' business objectives and align them with background verification solutions.
• Excellent problem-solving and conflict resolution abilities.
• Strong project management skills with the ability to prioritize and manage multiple client relationships simultaneously.
• Familiarity with background verification processes, compliance regulations, and related industry trends.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Customer-centric approach with a passion for delivering exceptional service and driving customer success.