Responsibilities:

1. Team Leadership: Lead, coach, and develop a team of client success representatives, setting clear goals, providing guidance, and conducting regular performance evaluations.
2. Client Relationship Management: Build and maintain strong relationships with key clients, understanding their needs, goals, and challenges, and serving as their primary point of contact.
3. Customer Success Strategy: Develop and execute customer success strategies to ensure client satisfaction, retention, and expansion.
4. Account Management: Oversee the account management process, including onboarding new clients, conducting regular check-ins, and resolving any client issues or concerns.
5. Cross-functional Collaboration: Collaborate with internal teams, such as sales, operations, and product, to ensure seamless service delivery and address client needs effectively.
6. Client Advocacy: Act as the voice of the client within the organization, advocating for their needs and requirements to improve products, services, and processes.
7. Metrics and Reporting: Establish and monitor key performance indicators (KPIs) to measure client success, track progress, and provide regular reports to senior management.
8. Continuous Improvement: Identify opportunities for process improvement, develop best practices, and implement initiatives to enhance client satisfaction and operational efficiency.
9. Industry Knowledge: Stay updated on industry trends, regulations, and best practices related to background verification services, and provide relevant insights to clients.

Qualifications and Skills:

• Bachelor's degree in business administration, management, or a related field (relevant experience can substitute for formal education)
• Proven experience in a client success, account management, or similar customer-facing role, preferably within the background verification industry
• Strong leadership and team management skills, with the ability to motivate and inspire a team
• Excellent interpersonal and communication skills, both written and verbal
• Exceptional customer service and relationship-building abilities
• Analytical mindset with the ability to interpret data and metrics to drive decision-making
• Proactive problem-solving and conflict resolution skills
• Knowledge of background verification processes and regulations is preferred
• Proficiency in customer relationship management (CRM) software and Microsoft Office suite