Client Success Partner II

We have great people here and are looking for more. Come join us - you will love it!

About The Role:

This position will act as a liaison between the departments within the organization and the clients to ensure that the

background checking process is smooth by preventing problems from arising and resolving them when they occur.

This person will partner with their respective account manager team to maintain the client relationship.

This Is What We're Looking For:

In taking ownership of Client satisfaction and proactively identifying opportunities to optimize, retain and upsell business, responsibilities include:

• Structure and implement long term contract/agreements with Clients to renew and grow revenue from Client base
• Understand each client’s organizational dynamics and probe to discover model and core initiatives in a solutions capacity and as a subject matter expert, assist client in goal achievement by leveraging our suite of products and services
• Identify and develop multi-level relationships with key decision makers and decision influencers to ensure retention and relationship stability regardless of client’s turnover in key roles
• Implement and manage Client background screening programs to best align with Client’s organizational needs and goals
• Serve as a consultative liaison and the primary point of engagement/escalation. You will manage all client escalations and own the root cause analysis report
• Proactively monitor volumes and revenue to ensure the treatment strategy is appropriate and to identify/ascertain reasons for and address significant fluctuations
• Act as a client advocate to drive improvement in the client and candidate experience across the business
• Provide visibility on client’s performance from accurately compiled data for improvement planning and implementation
• Conduct regular business reviews using value add propositions to mitigate client risk and enhance background screening programs
• Grow Client book of business to target vs. prior year, driven by existing revenue retention and closing new business
• Monitor quantity and quality of the team’s outputs and work with respective department heads to implement corrective measures where necessary
• Proactively ensure all new clients are effectively onboarded
• Liaise with client facing teams around the world to support growth of accounts with a global footprint
• Effectively manage client expectations to achieve high customer satisfaction through CSAT surveys

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Equal Employment Opportunities at Sterling 
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.