Customer Relationship Strategist

As a key member of our team, the Customer Relationship Strategist will play a vital role in fostering strong relationships with clients to drive business growth and satisfaction.

The ideal candidate will have a proven track record in case management, customer service, or sales support roles, with experience in CRM systems, productivity software, and other call center technologies. Strong communication and interpersonal skills are essential for this position, as well as the ability to manage multiple tasks, prioritize effectively, and provide excellent problem-solving skills.

• Client Relationship Development- Develop and maintain relationships with key decision-makers to ensure retention and relationship stability, leveraging these relationships to support business objectives.
• Case Management & Inquiry Resolution- Complete all case management-related inquiries within established service levels, ensuring efficient and effective handling of customer interactions.
• Salesforce Account Monitoring & Maintenance- Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records, maintaining accurate and up-to-date information to support seamless case management.
• Proactive Customer Communication- Provide timely follow-up to customers, keeping them informed about the progress of their requests, ensuring clear, professional, and empathetic communications.
• Report Delivery & SLA Compliance- Ensure reports and information requests are delivered on time, meeting service level agreements (SLAs), and keep relevant case information updated within Salesforce to facilitate accurate reporting.
• Collaboration with Sales Team- Identify and collaborate with the sales team on leads to contribute to revenue generation and growth, fostering strong relationships to enhance sales opportunities.
• Account Retention Management- Maintain account retention targets by developing and nurturing relationships with key decision-makers, ensuring customer satisfaction and loyalty through effective engagement strategies.
• Relationship Development- Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability, leveraging these relationships to support business objectives.
• Product Expansion Proposals- Propose additional products and services to expand the organization's footprint within existing accounts, identifying opportunities for upselling and cross-selling.

• Minimum 2 years of call center or related experience preferred.
• Familiarity with productivity software, CRM systems, and other call center technologies preferred. Salesforce CRM experience is a plus.
• Proven experience in case management or customer service roles.
• Proficiency in Salesforce or similar CRM platforms.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent problem-solving skills and attention to detail.
• Experience in sales support or account management is a plus.
• Ability to build and maintain relationships with key stakeholders.
• Strong analytical skills to assess customer needs and recommend solutions.
• Ability to work collaboratively within a team environment.
• Flexibility to adapt to changing priorities and business needs.
• Proficiency in creating and delivering PowerPoint presentations to effectively communicate ideas and information to various audiences.
• High proficiency in standard MS Office applications (Outlook, Word, Excel, & PowerPoint).
• For remote or hybrid positions, must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support Company systems; a minimum download speed of 120mps and 10mbps upload is required. Computers must be hard wired to a router (Company provides equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.