License Manager Pro Client Success Representative

Cisive; Maryland; Hybrid; USD 55,000 - 85,000; Full time

Job summary

Cisive is seeking a Client Services escalation specialist to act as the primary contact for client inquiries and account workflows. You will ensure timely case resolution, monitor SLAs, and work with cross-functional teams to deliver superior client support.

Responsibilities include research, ticketing in Salesforce, account reviews, and proactive communication of findings and actions. Strong communication and multi-tasking skills are essential for success in this remote-capable role.

Qualifications

• Minimum 3–5 years of client relations experience.
• Background screening experience preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the escalation point for client inquiries and account issues.
• Ensure SLAs are met and cases are tracked in the system.
• Collaborate with Operations, IT, and Finance to resolve client issues.
• Document and communicate updates from client calls and reviews.
• Prepare monthly account summaries and trend analyses.

Skills

Client relations

Account management

Communication

Problem solving

Documentation

Multitasking

Education

High School Diploma

Bachelor's degree preferred

Tools

Salesforce

Target Process

Microsoft Office

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. At Cisive, our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.

Our Values Integrity First: We uphold the highest ethical standards in everything we do. Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs. Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals. Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management. Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

Job Summary

This role serves as the escalated point of contact for any and all inquiries pertaining to the client’s background screening program and overall account workflow. Ensures our clients receive superior and high-quality service. This role will assist clients with a variety of topics, including but not limited to communication of investigative findings, daily incoming inquiries and reporting. Work closely with the Director of Client Services and the Case Support Analyst to proactively provide our clients with the utmost support.

Duties and Responsibilities

• Ensure that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met.
• Perform case research and analysis for internal and external customers.
• Monitor, enter, update, and close Service Center tickets.
• Facilitate and participate in client specific cross training of partner CSRs to a level that would allow for serving as the back up on any client covered by the team.
• Prepare, analyze, and determine trends for monthly account reviews; ensure that client fact sheets are kept current and relevant; create a program overview outline document for all assigned accounts.
• Escalate issues/questions to the next appropriate level.
• Respond appropriately to all client concerns and inquires, ensuring results and detailed action plans of corrective actions when needed, including but not limited to case/lead level status, portal questions, and specification and billing inquiries.
• Work on client projects, research, and deliverables.
• Work closely with Operations, IT and Finance to resolve client issues.
• Serve as the first point of escalation for clients on case level and account issues.
• Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and actions items from the calls at the direction of the Director of Client Services.
• Communicate case, compliance, and program updates and notifications to clients.
• Produce Salesforce tickets.
• Work to build a partnership between Cisive and the client.
• Other assigned tasks on an as needed basis.

Minimum Qualifications

• Minimum of 3-5 years of client relations and being a dedicated resource to a specified book of clients.
• Background Screening and/or pre-employment screening experience strongly preferred.
• High School Diploma or equivalent required.
• Secondary education degree strongly preferred.
• Self-motivated and proactive.
• Good problem solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize and make sound business decisions.
• Proficiency in Microsoft Office required.
• Salesforce experience and Target Process a plus.
• Ability to work independently and as part of a larger team.
• Client-focused.
• Goal Oriented.

Preferred Qualifications

• Healthcare background and LMP experience ideal.

Working conditions

This job operates in a professional office environment or remotely. This role routinely uses general office equipment.

Physical requirements

Ability to communicate clearly and exchange accurate information constantly. Constantly operates computer, keyboard, copy machine, phone, and other general office equipment. Ability to occasionally move objects up to 10 lbs.

Direct reports

None.

Cisive is a trusted partner for comprehensive, high-risk compliance-driven background screening and workforce monitoring solutions, specializing in highly regulated industries—such as healthcare, financial services, and transportation. We catch what others miss, and we are dedicated to helping our clients effortlessly secure the right talent. As a global leader, Cisive empowers organizations to hire with confidence. Through our PreCheck division, Cisive provides specialized background screening and credentialing solutions tailored for healthcare organizations, ensuring patient and workforce safety. Driver iQ, our transportation-focused division, delivers FMCSA-compliant screening and monitoring solutions that help carriers hire and retain the safest drivers on the road. Unlike traditional background screening providers, Cisive takes a technology-first approach powered by advanced automation, human expertise, and compliance intelligence—all delivered through a scalable platform. Our solutions include continuous workforce monitoring, identity verification, criminal record screening, license monitoring, drug & health screening, and global background checks.