Responsibilities:

Client Onboarding:

• Guide clients through the onboarding process, ensuring a seamless and efficient experience.
• Collaborate with the sales and implementation teams to ensure smooth transition from prospect to active client.

Relationship Management:

• Build strong, long-lasting relationships with clients, acting as their primary point of contact.
• Proactively engage with clients to understand their needs, challenges, and objectives related to background verification services.
• Regularly conduct check-ins with clients to assess their satisfaction levels and identify opportunities for improvement.

Issue Resolution:

• Address and resolve client inquiries, concerns, and complaints promptly and professionally.
• Collaborate with internal departments, such as operations and technology, to ensure timely resolution of client issues.

Customer Training and Education:

• Conduct training sessions for clients to familiarize them with our platform and services.
• Provide ongoing education and support to clients on best practices and industry trends in background verification.

Client Retention and Upselling:

• Work towards client retention and renewal by demonstrating the value of our services and addressing client pain points.
• Identify upselling and cross-selling opportunities within existing client accounts.

Customer Feedback and Advocacy:

• Collect feedback from clients and relay it to relevant teams to drive continuous improvement.
• Encourage client advocacy and referrals by delivering exceptional service.

Metrics and Reporting:

• Track and report key customer success metrics, such as client satisfaction, retention rates, and upselling opportunities.

Industry Knowledge:

• Stay up-to-date with industry trends, regulations, and best practices in background verification to provide informed insights to clients.

Requirements:

• Bachelor's degree in business, communication, or a related field (or equivalent work experience).
• Proven experience in customer success, account management, or client-facing roles, preferably in the background verification or HR services industry.
• Strong interpersonal and communication skills to build rapport and convey information effectively.
• Problem-solving mindset with the ability to handle challenging situations and provide solutions.
• Highly organized and detail-oriented, capable of managing multiple clients and tasks simultaneously.
• Knowledge of background verification processes and regulations is a plus.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.