License Manager – Client Success Representative

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Act as the primary contact for escalated inquiries regarding clients’ background screening programs and account workflows.

• Deliver exceptional service and support to clients regarding investigative findings, inquiries, and reporting.

• Collaborate closely with the Director of Client Services and the Case Support Analyst.

• Ensure timely delivery of cases and information requests, adhering to service level agreements (SLAs).

• Conduct case research and analysis for both internal and external clients.

• Monitor, enter, update, and resolve Service Center tickets.

• Facilitate and engage in client-specific cross-training sessions for partner Customer Service Representatives (CSRs).

• Prepare and analyze trends for monthly account evaluations.

• Keep current and relevant client fact sheets updated.

• Develop program overview outline documents for assigned accounts.

• Escalate issues and queries to the appropriate level as necessary.

• Address client concerns and inquiries with corrective action plans when required.

• Engage in client projects, research, and deliverables.

• Work collaboratively with Operations, IT, and Finance to resolve client-related issues.

• Serve as the first escalation point for case-level and account-related concerns.

• Participate in weekly, monthly, and/or quarterly client calls, providing detailed notes and action items.

• Communicate updates and notifications regarding cases, compliance, and programs to clients.

• Generate Salesforce tickets as needed.

• Foster a strong partnership between Cisive and the client.

• Perform additional assigned tasks as necessary.

• Report directly to the Director of Client Services; no direct reports.

⛳️ Requirements

• A minimum of 3-5 years of experience in client relations, particularly as a dedicated resource for a specific client portfolio.

• Background screening and/or pre-employment screening experience is highly preferred.

• High School Diploma or an equivalent qualification is required.

• A secondary education degree is strongly preferred.

• Self-motivated and proactive individual.

• Strong problem-solving and analytical capabilities.

• Excellent written and verbal communication skills.

• Ability to manage multiple tasks, prioritize effectively, and make sound business decisions.

• Proficiency in Microsoft Office is required.

• Experience with Salesforce and Target Process is a plus.

• Capability to work independently as well as collaboratively within a larger team.

• Client-focused and goal-oriented mindset.

• Background in healthcare and LMP experience is ideal.

• Ability to communicate clearly and consistently exchange accurate information.

• Capability to occasionally lift objects weighing up to 10 lbs.

🏝️ Benefits

• Option for remote work.

• Professional office environment.

• General office equipment provided for use.