Client Relations Associate

How success looks like:

• Ensure timely and successful renewal of client subscriptions and products
• Identify and secure client loyalty, cross-sell and upsell opportunities to drive net revenue growth
• Proactively identify at-risk clients and ensure their retention
• Work closely with other departments to deliver unified solutions and drive internal alignment for the client
• Guide clients on subscription details
• Serve as a direct point of contact for communication from clients

Tasks:

• Lead proactive client engagement to ensure client service loyalty and continuity
• Communicate with clients in a professional, concise, and effective manner
• Identify and flag any client concerns, if any, for immediate resolution
• Liaise with operational teams to resolve client concerns
• Maintain accurate and timely information within the company CRM database
• Respond to retention and cross-sales conversations and provide accurate and detailed information to guide clients in the best way possible
• Support and drive revenue retention and growth
• Communicate product or service rollouts to clients as needed
• Support ad hoc initiatives and tasks as needed

Who you are:

• Experience in quota-carrying renewal/sales role
• Strong client-facing acumen
• Comfortable with proactive commercial conversations, not just reactive service
• Excellent communication skills (managing escalations, managing difficult conversations)
• Proficient in handling a high volume of accounts
• Proven track record in preventing churn
• Ability to work independently and in a team
• Adaptability to a fast-paced and dynamic environment
• Experience in process building and implementation will be an advantage