Customer Relationship Strategist

The Customer Account Specialist plays a vital role in establishing and maintaining effective customer relationships. This individual fosters trust and respect, ensuring that client relationships and customer satisfaction remain a competitive advantage.

As a liaison between First Advantage's Small Business accounts and internal departments such as Sales, Operations, Service, Product, and Billing, the Customer Account Specialist helps transition customers from the sales and implementation process into the support phase.

Responsibilities include fostering relationships with customers, providing timely value propositions, and propelling customers to grow and achieve goals while strengthening their relationship with the business.

• Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform, adhering to established service levels, and handle customer interactions efficiently and effectively.
• Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records, maintaining accurate and up-to-date information for seamless case management.
• Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests, and ensure all communications are clear, professional, and empathetic.
• 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 for accurate reporting.
• Collaboration with Sales Team - 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 - 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 - Obtain first-hand customer information and make recommendations for improvements to products and services, actively seeking feedback to drive enhancements.
• 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.
• Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements, collaborating to ensure customer needs are met effectively.

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

United States Equal Opportunity Employment:

This organization values diversity and inclusion, hiring qualified individuals based on merit, skills, and qualifications, regardless 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.