Client Success Manager (Remote Available)

Universal Background provides industry leading people insights to safety sensitive organizations in a simplified experience through our best-in-class background screening, drug testing, occupational health, and verification services. We are proudly ranked as an industry leader in quality and service delivery. To support the company’s continued growth, we are seeking a Manager to join our growing team.

Summary The primary objective of the Client Success Manager is to act as the point of contact for a book of clients for account management and escalation issues. This role will identify opportunities to expand a client's footprint and partner with sales to close. This position assists in providing prompt, accurate and timely service to our clients while maintaining a world class customer experience mindset.

Responsibilities

Because most clients submit and retrieve background checks directly via Universal’s web-based application system, this position involves frequent explanation and step-by-step guidance of our system for new client users. While not a technical support position, per se, experience and/or skills in instruction and web site usage and troubleshooting, etc. will be an asset. The ideal candidate will embody our core values of Execution, Ownership, First Team, and Design in their daily responsibilities, which include:

• Execution:
• 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.
• Ownership:
• 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.
• First Team:
• 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.
• Design:
• Shift priorities to accommodate client meetings and demands.
• Assess and develop efficiencies in processing functionality.
• Create opportunities to expand client relationship