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Client Success Team (Team Lead)

Verifitech

Location

Chennai | India

Job description

Team Leadership

Client Relationship Management

  • Develop and maintain strong relationships with key clients, acting as their main point of contact.
  • Understand client needs, objectives, and challenges to effectively address their requirements.
  • Proactively communicate with clients to ensure satisfaction, resolve issues, and build long-term partnerships.

Account Management

  • Oversee the onboarding process for new clients, ensuring a smooth transition and successful implementation of services.
  • Monitor client accounts and regularly assess their performance, identifying opportunities for growth and improvement.
  • Collaborate with internal teams (sales, operations, product) to develop account strategies and execute upselling/cross-selling initiatives.

Service Delivery And Issue Resolution

  • Ensure timely and accurate delivery of background verification services to clients.
  • Handle escalated client issues and complaints, providing prompt resolution and follow-up.
  • Collaborate with internal teams to resolve technical, operational, or procedural issues impacting client success.

Client Success Strategy

  • Develop and implement client success strategies, including proactive client outreach and engagement programs.
  • Analyze client feedback, market trends, and competitive landscape to identify areas for improvement and drive innovation.
  • Drive client satisfaction and retention by continuously enhancing the client experience and exceeding expectations.

Requirements

  • Proven experience in client success, account management, or a similar customer-facing role.
  • Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
  • Solid understanding of background verification processes and related compliance requirements (knowledge of local regulations is a plus).
  • Exceptional problem-solving and conflict resolution abilities.
  • Analytical mindset with the ability to leverage data and insights to drive strategic decisions and improvements.
  • Proficiency in CRM software, project management tools, and Microsoft Office suite.
  • Results-oriented mindset with a focus on exceeding client expectations.

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