License Manager Pro Client Success Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

At Cisive, our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.

Our Values

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Integrity First: We uphold the highest ethical standards in everything we do.

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Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.

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Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.

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Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.

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Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

JobSummary

This roleserves as the escalated point of contact forany and allinquiriespertaining tothe client’s background screening program and overall account workflow.Ensuresour clients receive superior and high-quality service. This role willassistclients with a variety of topics, including but not limited to communication of investigative findings, daily incominginquiriesand reporting. Workclosely with the Director of Client Services and the Case Support Analystto proactivelyprovide our clients with the utmost support.

Duties andResponsibilities

• Ensure that cases and information requests are delivered ontimeand that SLA's (Service Level Agreements) are met.

• Perform case research and analysis for internal and external customers.

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

• Facilitate andparticipatein client specific cross training of partner CSRs to a level that would allow for serving as the back up on any client covered by the team.

• Prepare, analyze, anddeterminetrends for monthly account reviews; ensure that client fact sheets are kept current and relevant; create a program overview outline document for all assigned accounts.

• Escalate issues/questions to the nextappropriate level.

• Respond appropriately to all client concerns andinquires, ensuring results and detailed action plans of corrective actions when needed, including but not limited to case/lead level status, portal questions, and specification and billing inquiries.

• Work on client projects, research, and deliverables.

• Work closely with Operations,ITand Finance to resolve client issues.

• Serve as the first point of escalation for clients on case level and account issues.

• Participate in weekly,monthlyand/or quarterly calls with the client producing detailed notes andactionsitems from the calls at the direction of the Director of Client Services.

• Communicate case, compliance, and program updates and notifications to clients.

• Produce Salesforce tickets.

• Work to build a partnership between Cisive and the client.

• Other assigned tasks on an as needed basis.

MinimumQualifications

• Minimum of 3-5 years of client relations and being a dedicated resource to a specified book of clients.

• Background Screening and/or pre-employment screening experiencestronglypreferred.

• High School Diploma orequivalentrequired; Secondary education degree strongly preferred.

• Self-motivated and proactive.

• Good problem solving and analytical skills.

• Excellent written and verbal communication skills.

• Ability to multi-task,prioritizeand make sound business decisions.

• Proficiencyin Microsoft Officerequired.

• Salesforce experience and Target Process a plus.

• Ability to work independently and as part of a larger team.

• Client-focused.

• Goal Oriented.

Preferred Qualifications

Healthcare background and LMP experience ideal.

Working conditions

Thisjoboperatesin a professional office environmentor remotely. This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchangeaccurateinformation constantly.

• Constantlyoperatescomputer, keyboard, copy machine,phone,and other general office equipment.

• Ability to occasionally move objects up to10lbs.

Direct reports

None.

Originally posted on Himalayas