Cisive · 10 hours ago
Client Success Representative
United States
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Ensure that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met.
Perform case research and analysis for internal and external customers.
Monitor, enter, update, and close Service Center tickets.
Facilitate and participate in client specific cross training of partner CSRs to a level that would allow for serving as the back up on any client covered by the team.
Prepare, analyze, and determine trends for monthly account reviews; ensure that client fact sheets are kept current and relevant; create a program overview outline document for all assigned accounts.
Escalate issues/questions to the next appropriate level.
Respond appropriately to all client concerns and inquires, ensuring results and detailed action plans of corrective actions when needed, including but not limited to case/lead level status, portal questions, and specification and billing inquiries.
Work on client projects, research, and deliverables.
Work closely with Operations, IT and Finance to resolve client issues.
Serve as the first point of escalation for clients on case level and account issues.
Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and actions items from the calls at the direction of the Director of Client Services.
Communicate case, compliance, and program updates and notifications to clients.
Produce Salesforce tickets.
Work to build a partnership between Cisive and the client.
Other assigned tasks on an as needed basis.
Qualification
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Required
Minimum of 3-5 years of client relations and being a dedicated resource to a specified book of clients.
High School Diploma or equivalent required; Secondary education degree strongly preferred.
Self-motivated and proactive.
Good problem solving and analytical skills.
Excellent written and verbal communication skills.
Ability to multi-task, prioritize and make sound business decisions.
Proficiency in Microsoft Office required.
Ability to work independently and as part of a larger team.
Client-focused.
Goal Oriented.
Preferred
Background Screening and/or pre-employment screening experience strongly preferred.
Salesforce experience and Target Process a plus.
Company
Cisive
Cisive is a global provider of compliance-driven onboarding and pre-employment background screening solutions.
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-11-01Acquired· by GTCR
Leadership Team
Jim Owens
Founder, President & CEO
Larry Neal
Chief Executive Officer
Company data provided by crunchbase
