Client Success Partner

2 weeks ago

Sydney, Australia Sterling Check Full time

We have great people here and are looking for more. Come join us - you will love it

Position Purpose Statement

The Client Success Partner is responsible to own and grow client relationships. You are a frontline advocate and proactive support to Sterling RISQ’s top tier clients in APAC. As liaison between the internal delivery departments and our clients, you will ensure that the background screening process runs smoothly, guaranteeing the overall success of your clients from a revenue and relationship perspective.

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
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- Equal Employment Opportunities at Sterling_
- 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._

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