Key Responsibilities
- Client and Team Member Onboarding: Lead and coordinate the onboarding processes for both new clients and team members, ensuring they are connected, have established a communication platform and have accepted attendance on the onboarding meeting.
- Client Relationship Management: Act as the primary contact for clients, ensuring exceptional service delivery and swift resolution of queries or issues. Develop and sustain long-term relationships with clients by providing regular updates, insights, and proactive communication.
- Feedback Management: Regularly collect and distribute feedback between clients and candidates to maintain transparent communication and service improvement. Conduct quarterly assessments such as candidate feedback collection, client feedback distribution, and home office diagnostic checks.
- Account Health Monitoring: Analyze client accounts to categorize them as at risk, running smoothly, or having growth opportunities. Utilize feedback and data to strategically plan outreach and interventions.
- Prospect Candidate Engagement: Designing and implementing engagement strategies to attract and maintain the interest of top talent in our talent pipeline. This role involves managing communication with prospective candidates, organizing engagement initiatives, and ensuring a positive candidate experience throughout the application process.
- Financial aspects: Accurately manage and oversee all aspects of the accounts receivable functions including the loading of new client accounts into QuickBooks, creating invoices and bills specific to client accounts, managing adjustments and credit issuances, and monitoring incoming payments.
- Data Integrity and Reporting: Ensure all client profiles and accounts in the CRM system (e.g., Monday) are up-to-date and accurate. Prepare detailed reports on account status, feedback trends, and potential improvement areas for internal and external stakeholders.
- Process Improvement: Identify and implement efficiency enhancements in communication and client interaction, such as automated responses and community resource development. Drive initiatives to optimize customer nurture tracks and feature adoption to boost client retention.
- Team Collaboration: Work closely with the internal team to ensure client needs are met comprehensively. Contribute to the team by sharing insights, assisting in problem resolution, and collaborating on sales and marketing strategies.
- Proven experience in customer service, client relationship management, or account management.
- Strong analytical skills to monitor, interpret, and act on account performance metrics and feedback loops.
- Experience working with Quickbooks will be a plus.
- Excellent communication and interpersonal skills, with an ability to handle sensitive issues diplomatically.
- Initiative to drive process improvements and a genuine interest in enhancing customer success and retention.
- Ability to work collaboratively in a team environment and manage multiple priorities effectively.
- Reliable high-speed fiber internet connection (minimum 50-100Mbps).
- Personal laptop or desktop computer.
- External monitor.
- Sufficient backup power supply for potential power outages.
- High-quality headset with a built-in microphone.
- Working hours vary based on the client's time zone.
This role offers the opportunity to work closely with diverse clients and internal teams, fostering professional growth and developing impactful customer retention strategies. You will play a crucial role in shaping the client experience and directly contribute to the organizational success.
