HireRight

Account Manager

• Serve as a customer advocate and integral support role, ensuring prompt and accurate resolution of client issues and inquiries.
• Proactively monitor client accounts to identify potential challenges before they impact satisfaction.
• Collaborate with clients to understand their goals, usage patterns, and feedback, driving continuous improvement in service delivery.
• Track and expedite resolution of product, development, and invoice-related issues, keeping clients informed throughout the process.
• Ensure operational guidelines are followed for background report processing and compliance.
• Update client and applicant documentation accurately and promptly, maintaining transparency.
• Capture and report data trends highlighting areas for improvement.
• Develop and maintain long-term business partnerships, fostering trust and loyalty.
• Deliver reliable, responsive service and communicate effectively with customers, always prioritizing their success.
• Assist in onboarding new clients, ensuring a smooth transition and early engagement.
• Support client training and education initiatives to maximize product adoption and value.

Client Relationship Manager

Account Executive

• Responsible for a book of business of large, multi-national companies and/or highly complex clients.
• Overall responsibility for managing these customer relationships and ensuring retention of their business (communications, expectations, key stakeholder relationships, sponsorship, governance).
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.
• Coordinate with regional account managers through communication and support, as well as off hour requirements to lead/manage global calls.
• Work with complex, multi-national customer’s dynamic programs to ensure expectations and deliverables are communicated and met.
• Provide a point of escalation internally for any program-wide issues.
• Participate in the negotiation of pricing, services and contract additions and renewals.
• Act as a liaison between internal product and services teams and the customer, with a focus on communicating features, challenges, processes and road-map/action plan and drive internal understanding how they support and influence customer activities.
• Developing account success plans for customers that outline their critical success factors, metrics for success, all key stakeholders, potential issues, trends and provide recommendations to customer and to HireRight.
• Leveraging customer relationships as needed for customer advocacy, user groups, case studies, and prospect references.
• Keeping customers informed of process and procedural changes.
• Identify optimization opportunities to ensure customer is utilizing the right features and services based on their risk mitigation profile.
• Continually take the pulse of customer’s business via analytics, KPI and customer meetings.
• Understand the competitor foothold within customer, if any.
• Navigates through the HireRight organizations and harness the necessary internal resources to ensure customer positive customer engagement and loyalty.

Executive Account Director

Application Engineer

• Serve as a technical escalation point for customer-reported issues related to product behavior, data accuracy, and platform performance.
• Investigate and reproduce bugs using application logs, databases, and analytics tools; clearly document findings and expected behavior.
• Triage, prioritize, and track bugs and technical issues in collaboration with Engineering and Product teams.
• Translate customer feedback, support tickets, and usage patterns into clear product requirements and feature requests.
• Partner with Product to help shape the product roadmap by identifying recurring customer pain points and high-impact opportunities.
• Act as the voice of the customer in internal product and engineering discussions.
• Validate bug fixes and product enhancements before and after release to ensure issues are fully resolved.
• Assist in defining acceptance criteria, edge cases, and real-world scenarios for new features.
• Analyze customer behavior and trends using data tools to proactively identify friction points or adoption issues.
• Collaborate with Support and Revenue teams to improve workflows, tooling, and customer communication around product changes.
• Create internal documentation, runbooks, and product insights that improve support efficiency and product understanding.
• Support launches by helping prepare release notes, internal enablement materials, and customer-facing explanations.

Application Support Engineer

• Develop and maintain strong relationships with assigned client
• Serve as the primary point of contact for client inquiries and requests
• Strategic collaboration with Executive Account Director
• Provide timely and accurate information regarding candidate status, file updates, and company-specific details
• Identify opportunities to upsell and cross-sell HireRight services
• Conduct regular client meetings to assess needs and provide updates
• Data preparation and presentation in client meetings and Business Reviews
• Collaborate with internal teams to ensure seamless service delivery
• Resolve client issues and concerns in a timely and professional manner
• Maintain accurate and up-to-date client records and documentation
• Stay informed about industry trends and best practices
• Conduct live customer trainings as needed to ensure client success
• Monitor setup and implementation projects to ensure accuracy and timely delivery
• Create custom reports that provide proactive insights and actionable recommendations