Client Relationship Manager

The Client Relationship Manager (CRM) is responsible for developing a partnership with our client accounts and owning the relationship with assigned key clients. The Client Relationship Manager will work to retain and grow our business within key accounts by ensuring successful delivery of our services and by working with our clients on developing their pre-employment screening strategies. The CRM will be responsible for new client account set-up and will own the ongoing relationships with clients. The role is responsible for building and managing relationships within assigned clients, through regular communication, to fully understand the industry, culture and needs of the client. The CRM is responsible for hiring, mentoring, training, developing and leading the Client Services staff.

This job operates in a professional office environment. Travel to client sites is primarily local during the business day. This position would require the employee to be available during the “core” work hours of 8:00 a.m. to 5:00 or 9:00 a.m. to 6:00 p.m. Monday through Friday.

This job description in no way states or implies that these are the only duties to be performed by the employee that is successfully chosen for this position. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the candidate will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities required to perform this role for the Company.

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

• Must be highly detail-oriented and strong capability to multi-task.
• Strong leadership skills with the ability to engage employees.
• Must have strong written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Must be proficient in Microsoft Word and Excel.
• Team player.
• Bachelor’s Degree in a related field. Equivalent combination of education and experience will also be considered.
• Experience and education in Human Resource, Criminal Justice and/or General Business Administration preferred.

Responsibilities include but are not limited to:

Leadership, Training and Development

• Leadership, training and development of Client Service Representatives and Client Service Specialists
• Assists in the hiring of new staff for the Client Services Team.
• Promotes and maintains an engaging team atmosphere by acting and communicating in a professional, positive manner.
• Manage workflow for assigned team.
• Provide effective feedback to staff, both positive and critical, through one-on-one meetings and daily interactions.
• Back up team members as needed to members of his/her CRM team to ensure all CSRs and CSSs have support needed to operate effectively.
• Attend and actively participate in staff meetings, offering ideas, insights and recommendations on policies, staffing, client service, new business and other topics that ultimately impact the overall quality of the organization.
• Continuing professional development of self and team to become the subject matter expert for assigned accounts and industries.

Client Relationships

• Responsible for maintaining and developing the business relationship with assigned key accounts, including expansion and retention of existing accounts.
• Consistently demonstrate the ability to successfully move into problem-solving mode whenever challenges or concerns arise to provide solutions for our clients
• Provides a proactive and consultative approach to client service through client visits, business reviews and regular client communication via email and phone.
• Provides clients with recommendations on risk mitigation to include assessing the current screening process and making recommendations for improvements.
• Educate clients on compliance and changes with federal, state and local laws and guidelines related to our services.
• Responsible for the effective onboarding of new clients including new client and new user training for The Orsus Group’s system.
• Handles client concerns and complaints and resolves escalated issues from the client service representatives.
• Review records and filter information reported to clients.

Other Responsibilities

• Analyze and adjudicate background reports as necessary to provide support to Client Services team members.
• Assist the sales team with proposals and pricing strategies for new business.
• Collaborate with Operations to develop policies, procedures and processes.
• Communication with suppliers and courts.
• Assist with client and office projects.
• Perform other duties as assigned.