When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
Our mission is to strengthen Client partnerships to reinforce trust & promote growth.
As a Key / Enterprise Account Manager your integral in managing our most prestigious accounts. You’re an ambassador for the company and you focus on promoting a relationship of transparency and collaboration with your portfolio of clients.
Collaborating with multiple internal stakeholders you nurture both new and old partnerships, working with foresight to retain business, anticipate change, identify & execute areas of improvement & account growth.
Accountabilities
- Nurture, Develop and maintain positive and effective client relationships which ensure client engagement, satisfaction and retention.
- Regular review of account performance ensuring contractual obligations are met and identifying opportunities for service improvement.
- Develop and execute a quarterly, mid-year & annual client retention and growth strategies which balance client needs with business requirements.
- Proactive management of ‘risers’ and ‘fallers’ in portfolio ensuring early intervention to improve client service and business planning.
- Positively and consistently represent the Accurate brand, values and behaviors to ensure a great experience for all stakeholders, both internal and external.
- Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times.
Responsibilities
- Monitor, review and track contractual obligations including renewals, SOW, TOB, Addendum, EUA, price increase, credit scheme and contractual discounts.
- Conduct thorough account performance reviews through the analysis of key data/metrics identifying any trends, challenges and opportunities for improvement and growth.
- Review volume and revenue on a monthly basis, analysing trends, identifying dormant clients and investigating key changes. Work with clients to forecast future volume and developing plans to address any concerns.
- Identify and deliver client reporting needs taking into consideration bespoke requirements, timing and frequency.
- Prepare and present regular client meetings, both remote and in person to deliver structured feedback on account performance, information on new services and industry updates.
- Proactively gather and execute client feedback through a variety of channels to measure client engagement and satisfaction.
- Work with Clients to promote process streamlining, best practice adoption and exception minimisation ensuring effective feedback to internal stakeholders.
- Manage and investigate moderate and major complaints working with key stakeholders to ensure satisfactory resolution. Escalating serious complaints to Client Services Manager.
- Effective coordination and management of Service Improvement Plans, collaborating with internal and external stakeholders to ensure effective execution and regular updates.
- Provide ongoing training and support with VeroLive portal with an emphasis on encouraging clients to self-serve in order to minimise incoming enquiries.
- Provide timely and constructive feedback to internal stakeholders on key successes, process changes and potential risks and possible solutions.
- Utilise knowledge of portfolio to identify opportunities for growth. Consultatively upsell services and international rollouts. Managing/participating/supporting in global roll-outs, expansion projects and RFP’s
- Support seamless service set-up in collaboration with Operations, Implementations Tech, Finance and any other key stakeholders.
- Review and update internal trackers used with the Operation and other Departments [RAG & Spotlight, Complaints, Projects] on a regular basis
- Ensure CRM tool is kept up to date for each client including comms strategy, contractual obligations, feedback and growth opportunities.
- Keeps clients up to date and works towards resolving client issues quickly and effectively; sets clear expectations, gives correct information and ensures follow up to ensure needs have been met.
Qualifications
- Experience in a similar role managing key or enterprise accounts/clients: 5+ years’ experience for Key Account Managers, 3+ years’ experience for Strategic/Enterprise Account Managers.
- Proven success, knowledge, and experience of analysing and initiating actions based on financial insights and understanding.
- Ability to deliver dynamic & professional presentations
- A passion for service delivery and a willingness to go the extra mile for clients
- Beneficial: Background in screening
Accurate recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds. We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role.
A basic criminal record check with DBS will be required for all successful applicants, having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances of your offences.
The Accurate Way:
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
Take ownership.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work as one.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
About Accurate Background:
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.
