Client Success Manager (Remote Available)

Universal Background Screening - Scottsdale, AZ

Full-time - Mid Level

Hybrid - Scottsdale, AZ

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at Universal Background Screening is responsible for managing a portfolio of clients, ensuring high-quality service delivery, and acting as the primary point of contact for account management and escalation issues. This role focuses on enhancing the client experience by providing guidance on the company's web-based application system and identifying opportunities for account expansion in collaboration with the sales team.

Responsibilities

• Manage a book of business and handle a significant number of inbound and outbound client transactions via phone and email.
• Run reports from SQL as needed to support client needs.
• Handle complex client issues and ensure high levels of service are provided.
• Document customer transactions accurately in a web-based CRM application according to company procedures.
• Identify trends and anticipate customer needs to proactively deliver solutions.
• Coordinate, prepare, and facilitate regular business review meetings with clients.
• Collaborate with the First Team for all client-facing interactions and account maintenance functions.
• Track performance metrics to ensure Service Level Agreements (SLA) are met or exceeded.
• Shift priorities to accommodate client meetings and demands, and develop efficiencies in processing functionality.

Requirements

• Experience in account management or client success roles.
• Strong communication skills, both verbal and written.
• Ability to run SQL reports and analyze data.
• Experience with CRM applications and documentation processes.
• Skills in troubleshooting and providing step-by-step guidance for web-based applications.

Nice-to-haves

• Experience in technical support or customer service roles.
• Familiarity with background screening or related industries.

Benefits

• Remote work flexibility
• Full-time employment
• Opportunities for professional development