Strategic Account Manager/Customer Success Manager in 3800 Golf Road, Rolling Meadows, IL, 60008 at CareerBuilder Employment Screening

Date Posted: 7/9/2019

Job Snapshot

Job Description

US - CB Employment Screening



Job Summary:

Strategic Account Managers will take the lead on the largest accounts at CareerBuilder Employment Screening. A successful Strategic Account Manager will champion large, complex, high visibility, and tactical accounts through significant knowledge of Account Management strategies and CBES products and procedures. The Strategic Account Manager will perform the highest level of relationship development and maintenance with both internal and external stakeholders, providing guidance through multiple channels of communication. Strategic Account Managers will also serve as trusted advisors and Subject Matter Experts (SME) concerning all CBES products and processes.

Job Requirements:

  • Proactively identifies and solves complex problems impacting clients; using deductive and inductive reasoning skills, thinks critically through options, engages with appropriate partners, presents recommendations, and follows through to resolution
  • Defuses, troubleshoots, and resolves conflicts in an accurate and timely manner
  • Provides expert service and solutions to new and existing customers via phone, email, and in-person meetings; thoroughly understands client needs and helps clients maximize the use of CBES products and services
  • Recommends and process protocol and package changes as needed
  • Executes amendments to existing contracts
  • Conducts Customer Optimization Sessions (COS)
  • Leads root cause analysis conversations
  • Provides thorough client training on CBES products and processes
  • Prepares and delivers quarterly and annual business reviews and confirms client satisfaction levels
  • Conducts thorough gap analysis and maps out processes
  • Monitors activity and satisfaction levels; reports on Service Level Agreements (SLAs) and recommends improvements
  • Hosts regular meetings with key decision-makers
  • Attains revenue retention goals
  • Implements process improvements and new product offerings
  • Possess Subject Matter Expert (SME) expertise for all CBES products and processes and an intricate understanding of client business and workflows
  • Develops extensive knowledge on the capabilities and functions of CBES proprietary system (WebACE), as well as internal processes and applicable compliance requirements
  • Effectively manages multiple projects; documents and manages project plans
  • Develops and maintains strong relationships with clients as well as internal teams, decision-makers, executives, and stakeholders; demonstrate collaboration and partnership with internal partners and client

Job Requirements:


  • High School Diploma or GED required
  • Bachelor's degree in Communications, Business, or similar field preferred
  • 3 to 5 years of success as an Account Manager and/or experience building and maintaining business-to-business client relationships required
  • Previous experience in background screening and drug testing industry preferred
  • Possess the ability to effectively manage multiple projects and document management plans required
  • Ability to convey technical solutions in layman's terms required
  • Strong Excel, Visio and PowerPoint presentation skills required
  • Previous experience with proprietary systems and CRM systems, such as Salesforce, preferred
  • Previous experience working under pressure on time-sensitive issues in a fast-paced environment while remaining organized and responsive to client needs required




Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Global Wellness initiatives to promote financial, mental and physical health and well-being
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.


TSR ID: 001476