Client experience partner -full time

Let’s talk about the role…

We are actively seeking a Client Experience Partner to join our Client Experience division. This role is designed to provide exemplary service and account management to Clients and their candidates. This individual is people-oriented and loves to proactively solve issues and come up with solutions!

The Client Experience Partner is responsible for building and sustaining strong Client relationships while delivering high-quality service and operational support. This role serves as a trusted advisor to Clients by understanding their goals, addressing inquiries from both clients and candidates, and ensuring issues are resolved efficiently and professionally.

The Client Experience Partner supports Client onboarding, manages service activities and orders, maintains accurate records in the CRM, and monitors Client satisfaction and service metrics. By collaborating closely with internal teams, identifying opportunities for account growth and service enhancements, and continuously developing subject-matter expertise, the Client Experience Partner plays a key role in driving Client satisfaction, retention, and overall company success. This role requires an action-orientated individual, who has an interest in Client relations and enjoys being in a Client engagement position.

A Client Experience Partner is responsible for:

Client Relationship Management

• Build and maintain strong, long-term relationships with Clients.
• Serve as a trusted advisor by understanding each Client’s goals, challenges, and service needs.
• Conduct regular check-ins, service reviews, and follow-ups to ensure continued satisfaction.
• Identify opportunities for service enhancements, renewals, and account growth.
• Serve as a direct point of contact for 10-20 dedicated accounts.

Customer Service & Support

• Respond promptly and professionally to Client and applicant inquiries via phone, email, or chat.
• Resolve issues efficiently while maintaining a positive, empathetic, and solutions-oriented tone.
• Manage support cases from start to completion, providing regular updates to Clients.
• Work as an effective team member, liaising with others and contributing to the overall success of the Company.

Operational & Administrative Duties

• Maintain accurate records of Client interactions, account and user details, and service activities in the CRM system.
• Track and report on Client activity, service metrics, and satisfaction levels.
• Support onboarding of new Clients, including setup, training, and documentation.
• Assist in developing and improving Client communication materials and service guides.
• Process incoming orders, update status notes, and communicate with Clients when additional information is required.
• Serve as a leading expert, aiding in own self-development by being receptive to industry-specific and Company-specific training, and providing guidance to teammates.
• Perform other duties as assigned.

Your expertise:

• Minimum of a high school diploma and two years of relevant experience in a Client service/account management role.
• Exhibit exemplary customer service skills, with internal team members, Clients, and vendors.
• Concise and effective written and verbal communication skills.
• Advanced organizational and time management skills.
• Software savvy and technically adaptable.
• Ability to work in a high-volume, deadline-driven environment.
• Must be able to absorb procedures quickly.
• Maintain the utmost level of professionalism.
• Strong attention to detail and timely follow-up.
• An individual interested in growing with our company and taking on additional projects as needed.

Here’s why you would want to work at Validity:

• A team of people who are both hard-working and brilliant…and happen to be an absolute blast to work alongside.
• Flexible PTO for those days that you just can’t avoid…or for the ones you plan!
• A fun and challenging work environment to keep you engaged and growing.
• 401K plus matching, comprehensive benefits plan, paid volunteer hours, etc.
• Everyone on the team is extremely value-driven and works incredibly hard to meet our Client's needs and company goals.
• We’re continuing to grow and build upon the amazing company culture we have in place!

Validity Screening Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.