Account Manager II, Client Success

📋 Description

• Serve as the primary contact for a designated portfolio of clients/owners, fostering trust and providing proactive support and solutions.

• Acquire a comprehensive understanding of each client/owner's business model, hiring and onboarding protocols, objectives, KPIs, and workflows.

• Create and maintain thorough account and project plans that delineate goals, timelines, and progress for each client/owner.

• Enhance the account through Upsells and Cross Selling opportunities.

• Act as a strategic partner to clients/owners by comprehending their organizational frameworks and encouraging them to explore innovative solutions.

• Interact with client/owner stakeholders at all levels—from procurement teams to C-suite executives—to uncover opportunities and finalize business deals.

• Monitor and assess sales trends, revenue generation, and potential competitive challenges within accounts.

• Consistently achieve or surpass established revenue targets and account growth goals.

• Ensure all services rendered align with client expectations, goals, and internal KPIs.

• Lead and conduct effective Quarterly Business Reviews (QBRs), showcasing service value, performance metrics, and recommendations, often onsite and in person.

• Prepare for and follow up on essential meetings and engagements including presentations, site visits, and strategy discussions.

• Proactively identify and address systemic issues, including conducting root cause analyses and implementing solutions.

• Collaborate with internal and external stakeholders to synchronize on client/owner requirements and project deliverables.

• Manage and follow up on client/owner escalations and outstanding issues related to operations, billing, technology, or customer service.

• Maintain precise and current records of account activities, meetings, and communications in the CRM (Salesforce).

• Share and apply account management best practices across the team.

• Engage in additional projects and responsibilities as necessary.

• Perform other duties as assigned.

⛳️ Requirements

• High School Diploma or GED is required; an Associate’s degree is preferred, or equivalent work experience.

• 3 - 5 years of experience in strategic Account Management, ideally within the pre-hire screening, background screening, or HR services sectors.

• Demonstrated success in managing complex solutions with senior-level stakeholders, including C-suite executives.

• Excellent communication, negotiation, and presentation abilities.

• Skilled in building and nurturing relationships across all organizational levels.

• Organized, self-driven, and results-oriented, with a keen attention to detail.

• Professional demeanor with high business maturity and adept problem-solving skills.

• Advanced proficiency in Microsoft Office and CRM tools such as Salesforce.

• Willingness to work flexible hours and occasionally travel for client meetings or industry events.

• Strong business writing skills and analytical capabilities, including the ability to interpret business and technical documents.

🏝️ Benefits

• Personal and Sick Paid Time Off.

• 401k with a highly competitive match.

• 11 Paid Holidays.

• Medical/Dental and Vision coverage.

• Group Life Insurance, HSA/FSA options.

• Employee Assistance Program.

• Educational Assistance Program.