Director, Client Success (Remote Available)

Description

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.

Overview

The Director of Client Success plays a critical role in optimizing the operations of the Client Success team, ensuring that clients receive prompt, accurate, and exceptional service. This position focuses on enhancing the overall client experience and ensuring every client interaction reflects world-class standards. The ideal candidate is a self-starter with strong leadership abilities, capable of seamlessly transitioning between tasks while maintaining a focus on client satisfaction and business objectives. This role requires a combination of strategic thinking and tactical execution, with an emphasis on continuous process improvement, team development, and cross-departmental collaboration.

The successful candidate will embody our core values of Execution, Ownership, First Team, and Design, demonstrating these principles through their daily responsibilities and leadership approach.

Key Responsibilities

• Oversee and lead teams that proactively manage client relationships, addressing any issues that arise and ensuring clients are realizing the full value of the product or service.
• Work with functional subject matter experts and leaders, particularly in sales and account management, to improve organizational performance and client experience.
• Develop and implement strategies to streamline Client Success operations and improve team efficiency.
• Focus on maximizing Net Revenue Retention (NRR) by actively working to prevent client churn and identifying opportunities for expanding revenue within the existing client base through upselling and cross-selling initiatives.
• Develop and implement strategic approaches to cultivate long-term client relationships, while utilizing a tactical approach to ensure clients consistently derive value from the service, directly contributing to growth and retention metrics like NRR.
• Collaborate with cross-functional teams to ensure client feedback is effectively incorporated into service improvements and to enhance the overall customer experience.
• Monitor and analyze client metrics, proactively identifying at-risk clients and implementing strategies for retention and revenue expansion.
• Analyze current departmental processes, identifying areas for improvement to enhance Client Success.
• Ensure a consistently positive client experience by managing the accurate documentation of all transactions in the CRM system.
• Collaborate with leadership to identify emerging client needs and gaps in the business to proactively develop innovative solutions.
• Serve as the liaison between the Client Success team and other departments, such as sales, finance, and product development, ensuring alignment and effective collaboration.
• Collaborate with sales leadership to establish the best practices and standardize processes across the Client Success team to drive performance improvements.
• Review data to identify trends, opportunities, and challenges within Client Success operations.
• Support strategic decision-making by providing insights and recommendations to C-suite leadership.
• Generate regular reports on key performance metrics, offering actionable recommendations based on data analysis.
• Create and maintain dashboards to track team performance and KPIs.
• Run SQL-based reports as necessary to inform decision-making.
• Stay updated on advancements in CRM technology and recommend solutions that enhance team effectiveness and client satisfaction.
• Evaluate, implement, and manage CRM tools to support the team and improve both the internal and external client experience.
• Equip Client Success team members with the tools, resources, training, and support they need to succeed.
• Identify training and development needs within the team and coordinate appropriate interventions to ensure team members have the necessary resources for success.
• Conduct regular performance reviews, offering constructive feedback and coaching to help team members improve.
• Lead initiatives designed to boost team performance, employee engagement, and client outcomes.
• Perform other duties as assigned.
  
  

Position Requirements

Required Qualifications

• Bachelor’s degree in business administration, communications, or a related field.
• 10 years of experience in a professional customer service setting, with a preference for business-to-business experience.
• 5 years of experience in sales or service roles within a corporate environment, including managing P&L and driving revenue targets.
• Proven leadership experience, including people management in a professional environment.
• Proven experience in creating effective partnerships with internal and external customers.
• Familiarity with CRM systems and SQL reporting tools.
• Proficient in Microsoft Office Suite and web-based applications.
• Ability to collaborate effectively with sales leadership and across departments.
• Self-motivated, deadline-driven, and comfortable working in a rapidly changing environment.
• Strong problem-solving capabilities within the scope of departmental policies and procedures.
• Exceptional attention to detail, with the ability to manage multiple projects and priorities simultaneously.
• Excellent presentation and communication skills, both verbal and written.
  
  

Preferred Qualifications

• Knowledge of background checks, pre-employment screening, and/or Human Resources.
• Proven ability to mentor, coach, and develop client service skills and leadership abilities within direct reports.
• Proven track record in consulting with business leaders and developing high-impact strategies for client engagement and retention.
• Experience supporting and coaching sales, client-facing, and account management teams.
• Experience managing large projects in fast-paced environments.
  
  

Special Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be proficient in the English language, both written and verbal.
• Ability to lift 15 pounds.
  
  

Selected candidates will be required to pass a comprehensive background check and drug screening. Universal Background is unable to sponsor or take over sponsorship of employment Visa. Universal Background is committed to creating a diverse work environment and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.