Validity Inc.

Affiliate Manager

• Client Relationship Management: Build and maintain strong, long-term relationships with Clients.
• Serve as a trusted advisor by understanding each Client’s goals, challenges, and service needs.
• Conduct regular check-ins, service reviews, and follow-ups to ensure continued satisfaction.
• Identify opportunities for service enhancements, renewals, and account growth.
• Serve as a direct point of contact for 10-20 dedicated accounts.
• Customer Service & Support: Respond promptly and professionally to Client and applicant inquiries via phone, email, or chat.
• Resolve issues efficiently while maintaining a positive, empathetic, and solutions-oriented tone.
• Manage support cases from start to completion, providing regular updates to Clients.
• Work as an effective team member, liaising with others and contributing to the overall success of the Company.
• Operational & Administrative Duties: Maintain accurate records of Client interactions, account and user details, and service activities in the CRM system.
• Track and report on Client activity, service metrics, and satisfaction levels.
• Support onboarding of new Clients, including setup, training, and documentation.
• Assist in developing and improving Client communication materials and service guides.
• Process incoming orders, update status notes, and communicate with Clients when additional information is required.
• Serve as a leading expert, aiding in own self-development by being receptive to industry-specific and Company-specific training, and providing guidance to teammates.
• Perform other duties as assigned.

Client Experience Partner