Universal Background Screening · 13 hours ago
Client Success Manager (Remote Available)
Scottsdale, AZ
Full-time
Remote
Mid, Senior Level
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Responsibilities
Manage a book of business.
Complete a significant number of inbound and outbound transactions, speaking with clients using acceptable phone and email-based apps.
Run reports from SQL as needed.
Perform other duties as assigned.
Responsible for handling more complex client issues and ensuring these clients receive a high level of service.
Ensure a positive client experience by accurately documenting customer transactions in accordance with company procedures using a web-based CRM application.
Identify trends and issues to anticipate customer needs and proactively deliver customer service solutions.
Responsible for owning coordination, preparation, and facilitation of regular business review meetings with clients.
Take ownership of updates to procedures and protocols.
Coordinate with the First Team for all client-facing interaction.
Understand and be available to coordinate with the First Team for account changes, setup, and existing account maintenance functions.
Track and review performance metrics and partner with the First Team to ensure Service Level Agreement (SLA) is achieved or exceeded.
Shift priorities to accommodate client meetings and demands.
Assess and develop efficiencies in processing functionality.
Create opportunities to expand client relationship.
Qualification
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Required
Act as the point of contact for a book of clients for account management and escalation issues.
Identify opportunities to expand a client's footprint and partner with sales to close.
Provide prompt, accurate and timely service to clients while maintaining a world class customer experience mindset.
Manage a book of business.
Complete a significant number of inbound and outbound transactions, speaking with clients using acceptable phone and email-based apps.
Run reports from SQL as needed.
Handle more complex client issues and ensure these clients receive a high level of service.
Accurately document customer transactions in accordance with company procedures using a web-based CRM application.
Identify trends and issues to anticipate customer needs and proactively deliver customer service solutions.
Own coordination, preparation, and facilitation of regular business review meetings with clients.
Take ownership of updates to procedures and protocols.
Coordinate with the First Team for all client-facing interaction.
Understand and be available to coordinate with the First Team for account changes, setup, and existing account maintenance functions.
Track and review performance metrics and partner with the First Team to ensure Service Level Agreement (SLA) is achieved or exceeded.
Shift priorities to accommodate client meetings and demands.
Assess and develop efficiencies in processing functionality.
Create opportunities to expand client relationship.
Preferred
Experience and/or skills in instruction and web site usage and troubleshooting.
Company
Universal Background Screening
Universal Background Screening is a human resources company that provides drug testing and occupational health services.
Founded in 1972
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2019-03-13Acquired· by SNH Capital Partners
Leadership Team
D
Dick Todd
President
Company data provided by crunchbase
