Client Success Manager (Remote Opportunity)

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.

BACKGROUND SCREENING INDUSTRY EXPERIENCE PREFERRED

OVERVIEW

The Client Success Manager (CSM) at Universal Background Screening is responsible for managing a portfolio of clients, ensuring their satisfaction, and driving account growth. The CSM acts as the primary point of contact for clients, addressing escalated issues, providing exceptional service, and identifying opportunities for account expansion. This role involves guiding clients through the company’s web-based application system for background checks, offering continuous support, and maintaining a high level of client engagement. The ideal candidate will have strong account management skills, a solution-oriented mindset, and the ability to build long-lasting relationships with clients.

KEY RESPONSIBILITIES

• Manage a portfolio of clients, cultivating and maintaining strong, ongoing relationships.

• Serve as the primary point of contact for client inquiries, ensuring world-class customer experience.

• Anticipate client needs, identify trends, and provide proactive service solutions.

• Identify opportunities for expanding client relationships, driving growth through upselling products and services.

• Negotiate pricing, implementation, and proposals for additional services, fostering incremental revenue growth.

• Prepare quarterly and annual business reviews, along with multi-year account plans based on short, mid, and long-term goals.

• Address and resolve complex client issues in a timely, professional manner, ensuring exceptional service delivery.

• Ensure timely and accurate communication regarding candidate status, file updates, and other client-specific details.

• Collaborate with internal teams to ensure seamless service delivery and continuous improvement

• Run SQL-based reports and provide statistical usage reports for client meetings.

• Track and monitor performance metrics, working with the internal teams to meet or exceed Service Level Agreements (SLAs).

• Work closely with the sales, First Team, and other internal teams on client-facing interactions and account maintenance.

• Coordinate with clients across different time zones, maintaining a high level of service regardless of geographic location.

• Maintain accurate, up-to-date client records and documentation in the company’s CRM system.

• Prepare proposals and other necessary documentation for client-facing meetings.

• Stay informed about industry trends, best practices, and new developments in the background screening and HR space.

• Continuously assess and refine internal procedures and protocols to enhance the client experience.

• Perform additional tasks as needed to support the success of the client and the company.

  
  

REQUIRED QUALIFICATIONS

• 3+ years of experience in professional customer service, account management, or client management role.

• Proven experience managing a portfolio of clients with a strong track record of client retention and satisfaction.

• 3+ years of experience in account management or sales, with a focus on driving client growth.

• Strong problem-solving abilities, able to navigate complex issues within company policies and procedures.

• Strong verbal and written communication skills, with the ability to build rapport and trust with clients.

• Ability to work independently and collaboratively within a cross-functional team.

• Ability to remain calm and professional in high-pressure situations.

• Excellent organizational and time management skills, with the ability to handle multiple priorities.

• Proficiency in Microsoft Word, Excel, and PowerPoint.

• High School Diploma or equivalent; some college or technical education preferred.

  
  

PREFERRED QUALIFICATIONS

• Experience in healthcare, background screening, or occupational health industry.

• Knowledge of background checks, pre-employment screening, or human resources processes.

• Familiarity with Universal Background Screening systems or similar platforms.

• Experience with CRM systems, particularly Salesforce.

• Background in high-growth, technology, or SaaS environments.

• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Excellent cross-functional collaboration and relationship-building skills.

  
  

SPECIAL REQUIREMENTS

• Willingness to travel as required, approximately 10%.

• 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 50 pounds.

  
  

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.