Client Success Team Lead

4 weeks ago

Chennai, Tamil Nadu, India Verifitech Services - India Full time

Job Summary

We are seeking a highly skilled Client Success Team Lead to join our team at Verifitech Services - India. As a Client Success Team Lead, you will play a critical role in ensuring the success and satisfaction of our clients by delivering exceptional service and building strong relationships.

Key Responsibilities:

  1. Account Management: Serve as the main point of contact for assigned clients, building and nurturing strong relationships. Understand client requirements and objectives, and proactively provide solutions to meet their needs.
  2. Client Onboarding: Lead the onboarding process for new clients, coordinating with internal teams to ensure a smooth transition. Conduct comprehensive needs assessments, define project scope, and establish timelines to ensure successful implementation.
  3. Client Retention: Develop and execute strategies to enhance client retention rates. Identify areas for improvement and provide recommendations to maximize the value clients receive from our background verification services.
  4. Customer Support: Address client inquiries, concerns, and escalations in a timely and professional manner. Collaborate with internal teams, such as operations and compliance, to resolve issues and ensure a high level of customer satisfaction.
  5. Upselling and Cross-selling: Identify upselling and cross-selling opportunities within existing client accounts. Collaborate with the sales team to develop proposals and pitch additional services, aiming to increase revenue and deepen client relationships.
  6. Reporting and Analytics: Monitor and analyze key performance metrics to assess client satisfaction and identify opportunities for improvement. Prepare regular reports, including account reviews, to provide insights and recommendations to clients and internal stakeholders.
  7. Industry Knowledge: Stay up-to-date with industry trends, regulatory changes, and best practices in background verification. Share industry knowledge with clients, provide guidance on compliance requirements, and position our company as a trusted advisor.
  8. Team Collaboration: Collaborate closely with cross-functional teams, including sales, operations, and product development, to ensure seamless client experiences. Share client feedback and insights to help drive product enhancements and process improvements.

Qualifications and Skills:

  • Bachelor's degree.
  • Proven experience in a client-facing role, preferably within the background verification or HR services industry.
  • Strong knowledge of background verification processes, compliance regulations, and industry standards.
  • Excellent communication and interpersonal skills to build rapport and effectively communicate with clients and internal teams.
  • Proactive problem-solving and analytical skills to identify client needs and propose appropriate solutions.
  • Ability to manage multiple client accounts simultaneously, prioritize tasks, and meet deadlines.
  • Proficiency in CRM software, Microsoft Office Suite, and data analytics tools.
  • Strong business acumen and the ability to identify revenue growth opportunities.
  • Attention to detail and commitment to maintaining the highest level of data accuracy and confidentiality.

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