Client Relationship Manager

The ideal candidate will be responsible for managing customer relationships, providing exceptional service, and driving business growth. This role is perfect for a motivated individual who is passionate about delivering outstanding results and building strong relationships with clients.

• Timely Case Management & Inquiry Resolution- The client account specialist will be responsible for resolving customer inquiries in a timely manner, ensuring that all interactions are handled efficiently and effectively.
• Salesforce Account Monitoring & Maintenance- The specialist will 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- The specialist will provide timely follow-up to customers, keeping them informed about the progress of their requests, ensuring that all communications are clear, professional, and empathetic.
• Report Delivery & SLA Compliance- The specialist will ensure that 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- The specialist will identify and collaborate with the sales team on leads to contribute to the organization's overall revenue generation and growth, fostering strong relationships to enhance sales opportunities.
• Account Retention Management- The specialist will maintain account retention targets by developing and nurturing relationships with key decision-makers, ensuring customer satisfaction and loyalty through effective engagement strategies.
• Customer Feedback & Product Improvement- The specialist will obtain first-hand customer information and make recommendations for improvements to products and services, actively seeking feedback to drive enhancements.
• Relationship Development- The specialist will 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- The specialist will propose additional products and services to expand the organization's footprint within existing accounts, identifying opportunities for upselling and cross-selling.
• Leadership Collaboration on Product Enhancements- The specialist will identify and partner with the leadership team on any product gaps and/or enhancements, collaborating to ensure that customer needs are met effectively.
• Addition Duties as Assigned- The specialist will perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.

• Minimum of 2 years of call center or related experience preferred.
• Familiarity with productivity software, CRM systems, and other call center technologies preferred.
• 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).

"United States Equal Opportunity Employment:"
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law."