Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for assigned clients, building strong relationships and understanding their unique business needs and requirements.
• Actively engage with clients to ensure their satisfaction, address inquiries, and provide timely and accurate responses to their requests.
• Regularly check in with clients to assess their experience, gather feedback, and identify opportunities to enhance their engagement with our services.

Service Delivery and Issue Resolution:

• Coordinate with internal teams, such as Operations and Quality Assurance, to ensure the smooth and timely delivery of background verification services to clients.
• Act as a liaison between clients and internal teams to resolve any service-related issues or escalations, ensuring prompt and satisfactory resolutions.
• Maintain a thorough understanding of our services, processes, and technology platforms to effectively address client inquiries and provide accurate information.

Client Training and Onboarding:

• Conduct client onboarding sessions, ensuring that new clients are well-informed about our services, processes, and access to relevant platforms.
• Provide training and support to clients on the effective use of our systems and tools, empowering them to navigate and utilize our services efficiently.

Client Success and Retention:

• Proactively identify opportunities to drive value and enhance client satisfaction through upselling, cross-selling, and recommending additional services.
• Monitor client usage and engagement metrics, identifying potential risks or areas for improvement, and taking appropriate measures to mitigate them.
• Collaborate with the sales team to support contract renewals and expansion opportunities, ensuring a high rate of client retention.

Reporting and Analysis:

• Track and report on key performance indicators (KPIs) related to client satisfaction, usage, and retention.
• Analyze client data and trends to identify insights and opportunities for process improvement and service enhancement.
• Prepare regular reports and presentations to share findings and recommendations with internal stakeholders.

Qualifications:

• Proven experience (2+ years) in a client-facing role, preferably in a client success, account management, or customer service capacity.
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients.
• Excellent problem-solving and decision-making abilities, with a client-centric approach.
• Ability to multitask, prioritize tasks, and manage time effectively.
• Detail-oriented with a focus on delivering high-quality service.
• Proficiency in CRM software, project management tools, and Microsoft Office suite.