Client Success Manager

🕒 Julho 10

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KENTECH

SiteLinkedInTodas as Vagas

51 - 200 funcionários

📋 Conformidade

👥 RH Tech

🔐 Segurança

Compliance • HR Tech • Security

A <KENTECH> é uma fornecedora de soluções investigativas de triagem de histórico e conformidade para empregadores, autoridades habitacionais, faculdades e outras organizações, orientada por tecnologia. A empresa combina ferramentas de triagem impulsionadas por software, integrações com plataformas de gestão de recursos humanos e de propriedades, e serviços investigativos licenciados (verificações criminais, coleta de digitais, testes de drogas, verificações de educação e emprego, suporte à decisão) para ajudar os clientes a tomarem decisões de contratação e seleção de inquilinos precisas e em conformidade. A KENTECH enfatiza a privacidade, conformidade com a FCRA, e um modelo híbrido de "High Tech + High Touch" para oferecer serviços escaláveis de verificação de antecedentes em diversos setores e geografias.

Descrição

• Serve as the primary point of contact for assigned client accounts, ensuring timely communication, strong relationship management, and effective resolution of client needs. • Build and maintain strong, long-term relationships with key client contacts, business executives, stakeholders, and decision-makers. • Act as a trusted advisor by understanding each client’s business needs, service expectations, contract requirements, and opportunities for expanded support. • Manage the full client lifecycle, including onboarding, training, activation, ongoing account support, renewals, and account growth. • Identify opportunities for upselling, cross-selling, expanded service usage, and additional solutions based on client needs, account history, usage trends, and business objectives. • Partner closely with sales, operations, marketing, and product teams to support client growth, improve the customer experience, and deliver solutions that align with client expectations. • Monitor account health, client satisfaction, service usage, communication trends, and potential risks to retention. • Develop and execute account management strategies that improve client engagement, increase service adoption, and support revenue growth. • Manage customer activations and ensure new clients are fully onboarded, trained, and able to go live as quickly and smoothly as possible. • Analyze customer data, service trends, and account activity to identify opportunities for improvement, process consistency, and proactive outreach. • Address escalated client concerns, high-severity requests, service issues, or urgent account needs with professionalism, urgency, and follow-through. • Support retention efforts by proactively identifying client concerns, resolving issues early, and maintaining regular client communication. • Assist in building, improving, and documenting Client Success SOPs, workflows, communication templates, and account management best practices. • Maintain accurate and timely account records in CRM systems, including client notes, follow-up tasks, opportunities, risks, and account activity. • Contribute to customer success team initiatives by sharing best practices, identifying process gaps, and supporting continuous improvement. • Represent KENTECH professionally in all client interactions while maintaining strict confidentiality and compliance with company security standards.

🎯 Requisitos

• 3+ years of proven experience in customer success, account management, client relations, sales support, or a similar client-facing role. • Background check, investigations, screening, compliance, public sector, SaaS, or professional services experience strongly preferred. • Demonstrated experience managing client accounts, maintaining relationships, and supporting customer retention. • Proven ability to identify upsell, cross-sell, renewal, or account expansion opportunities. • Experience working with sales, operations, and leadership teams to support account growth and client satisfaction. • Experience building or improving Client Success SOPs, workflows, account management processes, or department structure. • Strong written and verbal communication skills with the ability to engage professionally with stakeholders at all levels. • Ability to manage multiple client accounts, competing priorities, deadlines, and follow-up responsibilities. • Comfortable handling escalations, difficult conversations, and urgent client requests with professionalism and sound judgment. • Proficient in CRM and marketing automation systems; hands-on experience with TazWorks and HubSpot preferred. • Strong attention to detail, organization, documentation, and follow-through. • Ability to work independently in a remote environment while remaining responsive, accountable, and collaborative.

🏖️ Benefícios

• 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance