client Support partner (senior)Sterling

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Position Purpose Statement
The Client Success Partner ( Senior) is responsible for the ownership and growth of both their own and their team's client portfolio. You are a front-line advocate , proactive support to Sterling RISQ's top tier clients in APAC and a leader to your team. As liaison between the internal delivery departments and our clients, you will ensure that the background screening process runs smoothly, guaranteeing the overall success of your clients from a revenue and
relationship perspective.
The nature, scope and tasks of this position
In taking ownership of your team, client satisfaction and proactively identifying opportunities to optimize, retain and upsell business, responsibilities include:
Management of the Client Success team
Structure and implement long term contract/agreements with Clients to renew and grow revenue from Client base
Understand each client's organizational dynamics and probe to discover model and core initiatives in a solutions capacity and as a subject matter expert, assist client in goal achievement by leveraging our suite of products and services
Identify and develop multi-level relationships with key decision makers and decision influencers to ensure retention and relationship stability regardless of client's turnover in key roles
Implement and manage Client background screening programs to best align with Client's organizational needs and goals
Serve as a consultative liaison and the primary point of engagement/escalation. You will manage all client escalations and own the root cause analysis report
Proactively monitor volumes and revenue to ensure the treatment strategy is appropriate and to identify/ascertain reasons for and address significant fluctuations
Act as a client advocate to drive improvement in the client and candidate experience across the business
Provide visibility on client's performance from accurately compiled data for improvement planning and implementation
Conduct regular business reviews using value add propositions to mitigate client risk and enhance background screening programs
Grow Client book of business to target vs. prior year, driven by existing revenue retention and closing new business
Monitor quantity and quality of the team's outputs and work with respective department heads to implement corrective measures where necessary
Proactively ensure all new clients are effectively onboarded
Liaise with client facing teams around the world to support growth of accounts with a global footprint
Effectively manage client expectations to achieve high customer satisfaction through CSAT surveys
Other duties as assigned by the Sterling RISQ
Required Skills/Related Knowledge & Experience
Strong Service Delivery and Client Success background with over 10 years of direct client management experience
5 years + of Team Management skills
Strong Business Acumen and a strong desire to succeed
The ability to listen, question and engage clients to fully understand and address their needs
Strong background screening industry and operation knowledge
Excellent communication and interpersonal skills
Advanced English language proficiency (written and spoken)
Knowledge of data privacy / data protection principles
Expected Behaviour & Attitudes
The ability to self-manage and driven to achieve goals
Ability to work well either independently or as part of a team
Ability to perform under pressure and meet deadlines
Demonstrate a true spirit to serve when communicating with clients (internal and external) and candidates
Absolute discretion and confidentiality
A willingness to take responsibility and accountability
Enthusiasm for learning
Getting things right the first time and delivering to our clients with expertise and genuine caring
Participate in professional development activities to meet identified developmental goals to achieve professional and personal growth
Participate in regular team and support meetings and training workshops, as required
Accountability
Accountabilities Principal % of time
Manage client engagement and be primary point of engagement including team reviews - 50%
Team Management - 20%
Review of Client's Service Level Agreements (SLAs), other internal processes and policies - 20%
Internal meetings across all RISQ Group sites 10%
And at all times, to
Maintain a high level of product and process knowledge such that Sterling RISQ's process and products can be explained to internal and external parties
At all times to work in accordance with Sterling RISQ's privacy and security guidelines
Adherence to Sterling RISQ's mission, vision, values, policies and procedures
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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.
Sterling

Philippines
Permanent
Full-time