Customer Success Manager

About HireRight

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview

The Customer Success Manager will oversee the workflow and the Service Delivery process in two key areas, Onboarding and Retention.  This role will take responsibility for process improvement and ensuring company policy and procedures are implemented and followed for a department in Operations. Customer Success Manager will focus on Client’s SLA, operational execution and improved communication from customer level to execution level. The Customer Success Manager will also be frontline as customers get escalated by the Account Management team. 

Responsibilities

• Act as liaison between customer, account management, and operational teams to enable successful onboarding of new customers at the strategic and enterprise level
• Work with sales, account management, customer service, and operational teams to effectively support issues related to customer escalations
• Review daily and weekly reports as related to HireRight performance for escalated or identified customers.
• Enforce all HireRight’s policies and procedures as well as Client requirements.
• Handle escalated issues and requests from internal and external Clients and employees; provide feedback and guidance to the staff following live Customer interactions; identify and analyze the underlying issue.
• Provide clear, concise, measurable objectives to the Teams and review on a regular basis
• Contribute to short and long-term organizational planning and strategy as a member of the Management team.
• Drive initiatives in the Management team and organizationally that contribute to long-term operational excellence.
• Communicate expectations clearly and provide consistent feedback.
• Delegate responsibilities effectively.

Qualifications

Education:

• High School diploma or equivalent required
• Bachelor’s degree in a related field is preferred; the equivalent combination of education and experience may be considered in lieu of a degree.

Experience:

• Minimum of 4-6 years of experience managing others in a time sensitive environment
• Previous operations experience preferred
• Experience managing multiple projects and changing priorities
• Demonstrated leadership ability in the areas of decision making, critical thinking and employee relations.
• Proven conflict management and communication skills.

What do we offer

In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:

• Medical
• Dental
• Vision
• Paid Life/AD&D Insurance
• Voluntary Life Insurance
• Short & Long Term Disability
• Flexible Spending Accounts
• 401K
• Generous Paid Time Off Program
• 10 Paid Holidays
• Education Assistance Program
• Business Casual Attire
• Generous Referral Program
• Employee Discounts and Rewards
• And much more!

*All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

HireRight, LLC is an Equal Opportunity Employer

Minorities / Females / Veterans / Disabilities

 

HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee