The Client Experience Specialist improves client satisfaction by managing relationships, addressing concerns, onboarding, offboarding, and enhancing retention strategies.
The Client Experience Specialist is an instrumental member of the Client Success team, serving as an advocate for our clients throughout their lifecycle with RKL. The role includes onboarding and offboarding clients, providing proactive support, ensuring client satisfaction, completing client health check-ins, promoting client retention and growth.
Success FactorsResponsibilities
People Management/Relationships- Develop client relationships through personalized contact, understanding client needs and ability to communicate solutions and values of services offered by the firm
- Partner with internal teams to address client concerns, and ensure timely resolution
- Lead and document client health check-ins
- Implement strategies and processes that deliver consistent client satisfaction and retention
- Development of proficiency in new technologies relevant to areas of expertise
- Partner with client success team to establish consistent onboarding and offboarding practices
- Advocates for solutions, enhancements, and other actions to meet clients’ needs
- Identify at-risk clients and opportunities for client growth
- Identify and implement opportunities for efficiencies and proactive engagement management
- Contribute to initiatives aimed at improving internal team performance, specifically where the team can enhance results
- Prepare and collaborate on client presentations, attend in-person client meetings and/or conferences as needed
- Prepare client deliverables using various report styles and data visualization tools
- Leverage expertise in proactively identifying client needs, alleviate bottlenecks and facilitate successful outcomes
- Demonstrate effective time management and prioritization skills by effectively managing personal schedule with focus on meeting client-related deadlines
- Ability to maintain productivity and composure under pressure while adhering to fluctuating deadlines
- Promote cross-functional collaboration
- Plan resources and establish timelines based on project type or need
- Utilize technology to enhance efficiency and collaboration within the team and with clients
- Perform administrative tasks such as contacting clients to arrange meetings, coordinating with client engagement teams, drafting correspondence to clients, reviewing client survey results, and communicating with partner in charge (PIC), pulling relevant data for analysis and preparing reports
- Any other duties as needed to drive the vision, fulfill the mission, and abide by the values of the firm
- Proactively seek opportunities to help others
- Treat everyone with respect
- Develop loyalty and trust within the team
- Successfully adapt to different personalities and working styles
- Proactively and effectively communicate information
- Hold self and others accountable for assigned work; seek and provide continuous feedback to learn and develop in role; open to new ideas and suggestions
Possesses an understanding of RKL’s business (service lines, competitors) and client service capabilities and the impact of technology upon the firm’s growth and success
Qualification
Required SkillsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Excellent organizational skills and strong attention to detail
- Ability to manage multiple clients and prioritize responsibilities
- Excellent verbal and written communication skills with strong client service focus
- Strong analytical, critical thinking, problem solving abilities and interpersonal skills
- Ability to work autonomously under the pressure of tight deadlines and multiple priorities
- Balance of energetic personality with strong listening skills
- Familiarity with Customer Relationship Management (CRM) systems and practices
- Self-motivated, proactive team player
- Bachelor’s degree in Communications, Marketing, Business Management or related field preferred; High School education or equivalent (GED) required
- 5+ years of experience in account and/or project management preferred
- Proven experience in a client service role
- Experience in overseeing and coordinating projects, preferred
- Certified Client Experience Professional (CCXP) or Certification in Project Management is advantageous
- Must be able to remain in a stationary position as needed
- The person in this position needs to occasionally move about inside the office and at client offices to access file cabinets, office machinery etc.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
- Ability to communicate in a professional manner and exchange information with internal and external actors as needed
- Ability to lift/carry up to 20 pounds
- Ability to work outside of normal business hours and weekends as needed
- Ability to travel to local and non-local clients as needed, overnight travel may be required
- This job description is subject to change at any time and employee will be given additional responsibilities as assigned
Salary Range:
$75,000 - $85,000Top Skills
Customer Relationship Management (Crm) Systems
Data Visualization Tools
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