Position Overview:

As a Customer Success Team Lead/Manager in a background verification company, your primary responsibility is to oversee and lead the customer success team in ensuring exceptional client satisfaction and retention. You will be responsible for building and maintaining strong relationships with clients, managing their onboarding process, addressing their inquiries, and maximizing their value from the background verification services provided by the company.

Key Responsibilities:

1. Team Leadership: Lead and mentor a team of Customer Success Representatives, providing guidance, support, and fostering a positive and collaborative team environment.
2. Client Relationship Management: Build strong relationships with key clients, understanding their needs, and acting as the main point of contact for any inquiries, concerns, or escalations.
3. Onboarding and Implementation: Manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of the background verification services.
4. Account Management: Proactively monitor and manage client accounts, identifying opportunities to upsell or cross-sell additional services, and driving customer retention.
5. Customer Success Strategy: Develop and execute strategies to drive customer success, including regular check-ins, customer satisfaction surveys, and feedback collection to ensure continuous improvement of services.
6. Issue Resolution: Address and resolve customer concerns or issues promptly and effectively, coordinating with internal teams such as technical support or operations to ensure timely resolution.
7. Performance Tracking and Reporting: Track key performance metrics, customer satisfaction levels, and account health, and prepare reports for management, highlighting achievements, challenges, and recommendations for improvement.
8. Training and Education: Conduct training sessions for clients, ensuring they are knowledgeable about the company's services, platform features, and best practices for utilizing background verification results effectively.
9. Cross-functional Collaboration: Collaborate closely with sales, operations, and technical teams to align customer needs, communicate feedback, and drive product/service improvements.
10. Industry Awareness: Stay updated on industry trends, regulatory changes, and best practices related to background verification, and effectively communicate relevant information to clients and internal teams.

Qualifications and Skills:

• Proven experience in a customer success or account management role, preferably in the background verification industry.
• Strong leadership and team management skills with the ability to motivate and guide a team towards achieving goals.
• Excellent communication and interpersonal skills to effectively interact with clients and internal stakeholders.
• Demonstrated ability to build and maintain strong client relationships, drive customer satisfaction, and retain clients.
• Problem-solving and conflict resolution skills to address customer issues and find satisfactory solutions.
• Analytical mindset with the ability to track and interpret key performance metrics.
• Proficiency in CRM software and customer success tools.
• Knowledge of background verification processes, industry regulations, and compliance requirements is a plus.