Client Success Partner

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The nature, scope and tasks of this position

In taking ownership of Client satisfaction and proactively identifying opportunities to optimize, retain and upsell business, responsibilities include:
a. Structure and implement long term contract/agreements with Clients to renew and grow revenue from Client base

c. Identify and develop multi-level relationships with key decision makers and decision influencers to ensure retention and relationship stability regardless of client’s turnover in key roles

d. Implement and manage Client background screening programs to best align with Client’s organizational needs and goals

e. Serve as a consultative liaison and the primary point of engagement/escalation. You will manage all client escalations and own the root cause analysis report

f. Proactively monitor volumes and revenue to ensure the treatment strategy is appropriate and to identify/ascertain reasons for and address significant fluctuations

h. Provide visibility on client’s performance from accurately compiled data for improvement planning and implementation

i. Conduct regular business reviews using value add propositions to mitigate client risk and enhance background screening programs

j. Grow Client book of business to target vs. prior year, driven by existing revenue retention and closing new business

k. Monitor quantity and quality of the team’s outputs and work with respective department heads to implement corrective measures where necessary

l. Proactively ensure all new clients are effectively onboarded

m. Liaise with client facing teams around the world to support growth of accounts with a global footprint

n. Effectively manage client expectations to achieve high customer satisfaction through CSAT surveys

o. Other duties as assigned by the Sterling RISQ

Required Skills/Related Knowledge & Experience

a. Strong Service Delivery and Client Success background with over 6 years of direct client management experience

b. Strong Business Acumen and a strong desire to succeed

c. The ability to listen, question and engage clients to fully understand and address their needs

d. Strong background screening industry and operation knowledge

e. Excellent communication and interpersonal skills

f. Advanced English language proficiency (written and spoken)

g. Knowledge of data privacy / data protection principles

Expected Behaviour & Attitudes

a. The ability to self-manage and driven to achieve goals

b. Ability to work well either independently or as part of a team

c. Ability to perform under pressure and meet deadlines

e. Absolute discretion and confidentiality - Ensure confidentiality and privacy is respected and maintained at all times with respect to Sterling RISQ, clients, staff, products and services

f. A willingness to take responsibility and accountability

g. Enthusiasm for learning

h. Getting things right the first time and delivering to our clients with expertise and genuine caring

i. Participate in professional development activities to meet identified developmental goals to achieve professional and personal growth

j. Participate in regular team and support meetings and training workshops, as required
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- Disclaimer_
- This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job._