Client Services Representative

• Oversee every aspect of the client experience • Work with the initial project team that creates and implements a new account • Monitor and oversee a client’s services • Accurate and timely processing of monthly invoices if applicable • Support customers directly as well as engaging technical resources to assist with technical/complex issues • Partner with clients ensuring business objectives are met with the goal of increasing revenue & profit, retaining the client’s current business, and introducing new products and services • Manage overall client relationship; Build strong rapport with client and client’s team • Introduce initiatives and solutions that grow the client’s revenue and profit • Provide governance for contract adherence • Set expectations and deliver results accordingly • Instill strong business ethics and sense of urgency in a matrixed business environment • Work collaboratively across all departments • Partner with our Project Management Team on implementation of projects through closure and ensure client receives appropriate communication once completed • Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction • Work closely with clients and peers to understand and anticipate their needs • Think through and solve complex problems; proactively provide mitigation for future problems • Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes • Stay informed of current industry best practices; working with clients and internal cross-functional teams to apply best practices where appropriate • Demonstrate innovative thinking and strong problem-solving skills • Serve as client advocate within the company as well as company advocate to client • Must be able to fully set up customer information in the appropriate sites • Must be able to learn several CRM Tools that assist with customer requests

Client Services Manager

Client Services Analyst