Client Relationship Manager

4 weeks ago

Brighton, Brighton and Hove, United Kingdom Accurate Background Full time

KEY RESPONSIBILITIES

  • Foster, cultivate, and sustain positive and effective relationships with clients to ensure their engagement, satisfaction, and loyalty.
  • Provide outstanding customer support in managing daily account inquiries and updates.
  • Conduct regular assessments of account activities, analyzing patterns and identifying clients for transition to standard services.
  • Collaborate and communicate effectively with operational teams and clients to meet service delivery expectations.
  • Keep clients informed and work towards swiftly resolving any issues; set clear expectations, provide accurate information, and ensure follow-up to meet their needs.
  • Consistently and positively represent the Accurate Background brand, values, and behaviors to ensure a positive experience for all stakeholders, both internal and external.
  • Adhere to the company's policies regarding Data Protection, Information Security, Health & Safety, Dignity at Work, and IT Acceptable Use at all times.

ADDITIONAL DUTIES

  • Deliver frontline administrative assistance to clients, including prompt responses to inquiries via phone or email, provision of updates, and reopening of screenings.
  • Manage ticketing by creating and following up on tickets within required turnaround times to resolve screening inquiries, applying pre-approvals, and obtaining authorization for any additional costs as necessary.
  • Issue discrepancy notifications to clients when appropriate.
  • Effectively handle basic contractual modifications, including service additions, EUA, and price adjustments.
  • Review monthly volume and revenue, analyzing trends, identifying inactive clients, and investigating significant changes while developing strategies to address any issues.
  • Proactively collect and implement client feedback through various channels to gauge client engagement and satisfaction.
  • Manage and investigate minor complaints, collaborating with key stakeholders to ensure satisfactory resolutions, while escalating more serious complaints to the Client Services Manager.
  • Provide ongoing training and support for the VeroLive portal, emphasizing the importance of encouraging clients to self-serve to reduce incoming inquiries.
  • Deliver timely and constructive feedback to internal stakeholders regarding key successes, process modifications, potential risks, and possible solutions.
  • Utilize portfolio knowledge to conduct an annual review to identify clients for transition to standard services.
  • Support seamless service implementation in collaboration with Implementations, Operations, Technology, Finance, and other key stakeholders.
  • Regularly review and update internal trackers used with Operations and other departments (RAG & Spotlight, Complaints, Projects).
  • Ensure the CRM tool is consistently updated for each client, including communication strategies, contractual obligations, feedback, and growth opportunities.

QUALIFICATIONS

  • Minimum of 1 year of experience in an account or relationship management role of a similar nature.
  • Demonstrated experience in analyzing and initiating actions based on financial insights and understanding.
  • Ability to establish strong working relationships with clients and key internal stakeholders.
  • A commitment to service delivery and a willingness to go above and beyond for clients.
  • Preferred: Experience in the screening industry.

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