Client Relations Specialist
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Job Description
Job Description
Job Overview:
The Client Relations Specialist oversees the customer lifecycle for our managed services clients, from initial supportability, to contract term, and renewal. A successful Client Relations Specialist collaborates with retention, service delivery, and engineering teams to devise and execute data-driven strategies aimed at reducing customer churn. Building strong relationships and earning customer trust are also key responsibilities. By closely coordinating with all departments, the Client Relations Specialist will strive to maintain high levels of satisfaction and ensure alignment with customer objectives. This role will also assist in managing the renewal process for each customer.
Moreover, the Client Relations Specialist will work alongside the Account Manager to resolve customer issues promptly to ensure their overall satisfaction. Working closely with department managers and staff, they address customer inquiries and concerns in a timely manner. Alongside Retention Specialists, the Retention Director will serve as the internal advocate for customers, helping them achieve their business and IT objectives.
The Client Relations Specialist will also assist in the implementation of the QBR/EBR process and client engagement schedules, educating on client health metrics, and continuously exploring opportunities to enhance client value.
This role reports to the Retention Director.
Required Experience:
Preferred Qualifications:
Work Environment:
Company mission: To work relentlessly with IT professionals to make their jobs easier; provide sound advice to meet technical and budgetary requirements; give peace of mind regarding infrastructure and cloud investments; and offer an exceptional customer experience from start to finish.
The Client Relations Specialist oversees the customer lifecycle for our managed services clients, from initial supportability, to contract term, and renewal. A successful Client Relations Specialist collaborates with retention, service delivery, and engineering teams to devise and execute data-driven strategies aimed at reducing customer churn. Building strong relationships and earning customer trust are also key responsibilities. By closely coordinating with all departments, the Client Relations Specialist will strive to maintain high levels of satisfaction and ensure alignment with customer objectives. This role will also assist in managing the renewal process for each customer.
Moreover, the Client Relations Specialist will work alongside the Account Manager to resolve customer issues promptly to ensure their overall satisfaction. Working closely with department managers and staff, they address customer inquiries and concerns in a timely manner. Alongside Retention Specialists, the Retention Director will serve as the internal advocate for customers, helping them achieve their business and IT objectives.
The Client Relations Specialist will also assist in the implementation of the QBR/EBR process and client engagement schedules, educating on client health metrics, and continuously exploring opportunities to enhance client value.
This role reports to the Retention Director.
Required Experience:
- Bachelors degree, Business Administration, or related field
- Minimum 3 years customer success experience
- Minimum 3 years renewal management experience
- Experience with service desk ticketing systems (Autotask)
- Experience with CRM tools (Salesforce)
- Proficiency in Microsoft Office Suite & Microsoft Teams
- Proficiency in Google Suite, particularly Gmail and Google Docs
- Strong written and verbal communication skills; empathetic customer service approach
- Excellent organizational, time management, and multitasking capabilities
Preferred Qualifications:
- Recurring revenue, multiyear term contract experience
- Familiarity with IT hardware, software, and managed services technology
- Familiarity with tools and technologies that small businesses commonly use is also valuable
Work Environment:
- Competitive salary, as well as employer, contributed health benefits
- Unlimited paid time off
- Marietta, GA office location
- Access to a Company cell phone plan
- A seat on an energetic team that collaborates and pushes each other to be better
- A fast-paced but cooperative environment with endless potential for growth
- Celebration events for team and Company successes throughout the year
Company mission: To work relentlessly with IT professionals to make their jobs easier; provide sound advice to meet technical and budgetary requirements; give peace of mind regarding infrastructure and cloud investments; and offer an exceptional customer experience from start to finish.
Flexible work from home options available.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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