Serves as the primary liaison for premier accounts, delivering proactive support, resolving complex issues, managing SLAs, conducting client training, providing specialized reporting, and supporting strategic account initiatives. Builds trusted customer relationships, documents interactions in CRM systems, collaborates with internal teams, and mentors junior client service staff.

Analyzes and documents integrations between the company platform and external ATS partners. Defines API requirements, data mappings, user stories, acceptance criteria, reusable integration patterns, and technical standards. Collaborates with Engineering and cross-functional teams across discovery, development, certification, launch, and support. Evaluates scalability, automation, reliability, technical debt, and enhancement priorities while researching partner APIs, authentication, webhooks, and data models.

Leads complex client-facing integrations between background screening platforms and ATS, HR technology, recruiting technology, and HRIS systems. Manages project scope, requirements, timelines, governance, risks, resources, testing, deployment, stabilization, and closure. Translates business needs into technical requirements, coordinates cross-functional teams, communicates with enterprise clients, and drives continuous improvement and standardized delivery practices.