Job description
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Job Title: Client Success Associate
Department: Client Success
Position Type: Full-Time
Location: Mumbai
About The Role: The Client Success Associate will partner with an Account Manager/ Client Success Partner to maintain client relationships.
This Is What You’ll Do:
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Proactively manage customer background screening day-to-day programs to best align with customer’s organizational needs.
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Attend regular business reviews (via on-site or phone) as the day-to-day owner of the client’s background screening program.
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Assist clients in making informed hiring decisions, including conducting training on using our system (for both individuals and groups). Create client specific training guides, when necessary.
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Identify areas for upsell and improvement by knowing the client’s daily processes. Work with the Account Manager to implement the new services.
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Respond to client questions about our services, results and provide additional specialized services when needed.
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Liaise between clients and internal departments to provide clear and accurate program guidance and issue resolution for customers.
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Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
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Conduct client needs analysis presentations to management as requested
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Conduct and deliver additional projects as assigned by manager
This Is The Job For You If You:
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Are able to analyze a situation and respond quickly in a courteous and professional manner
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Have excellent communication and professional writing skills.
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Understand all aspects of the fulfillment process and be able to effectively explain them to the requestor.
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Are capable of handling a large number of calls and e-mails
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Are a self-starter and have an ability to see the process through from start to finish
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Are an individual who does well under pressure with time-sensitive projects
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Have good interpersonal and communication skills, both verbal and written
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Have the ability to handle escalated issues in a timely and professional manner and remain calm
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Have the ability to prioritize tasks and respond/escalate appropriately
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Are willing to work overtime as needed
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Are enthusiastic and highly-motivated
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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.
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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.
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.
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