Client Relations Specialist
Job Description
SofterWare is on the “Philly.com Top Workplaces” list for the seventh time! We have enjoyed over 35 years of continuous growth because our employees and customers are happy. Our employees are offered a challenging and rewarding career along with a generous benefits program. SofterWare is a fun place to work and we support a work-life balance.
We offer benefits such as time off to volunteer, meditation classes, and a casual dress environment. In addition, we enjoy company events like a family Halloween open house and an annual holiday party. Our open office is state of the art and provides you with access to a gym, cafeteria, and walking trails, which will keep you energized.
The success of SofterWare’s products is due, in large part, to the skills and professionalism of our employees. We are currently seeking a Client Relations Specialist to join our team. This position is the primary customer advocate for all customers as well as being a member of the department tasked with ensuring the overall satisfaction of our clients. As the main point of contact for customers that wish to have SofterWare address their concerns, the Client Relations Specialist handles a variety of responsibilities related to client relations and problem resolution. This position also plays a key role in our customer surveying efforts, with regard to involvement in the surveying process itself and all follow-up efforts. The Client Relations Specialist reports to the Client Relations Team Lead.
Responsibilities
- Assist the Client Relations Team Lead with improving client retention rate, annual recurring revenue rate and client satisfaction measured through NPS.
- Effectively handle all incoming client concerns, as needed.
- Advise clients on how they can more effectively use the software.
- Review all survey responses in a timely manner, ascertain proper follow-up actions related to specific clients, and ensure that identified concerns are addressed.
- Participate in the ongoing review of all survey data to identify trends and key areas to be improved.
- Collaborate with staff in departments throughout SofterWare to develop action plans to address client concerns
Requirements
- Dedication to customer satisfaction a must
- Excellent oral and written communication skills
- Strong analytical and problem resolution skills
- Must be able to meet deadlines for multiple concurrent projects
- Requires ability to collaborate with others/work as part of a team
- Working knowledge of Microsoft Excel
- 2+ years of relevant customer relations experience desired
The success of SofterWare’s products is due, in large part, to the skills and professionalism of our employees. We are currently seeking a Client Relations Specialist to join our team. This position is the primary customer advocate for all customers as well as being a member of the department tasked with ensuring the overall satisfaction of our clients. As the main point of contact for customers that wish to have SofterWare address their concerns, the Client Relations Specialist handles a variety of responsibilities related to client relations and problem resolution. This position also plays a key role in our customer surveying efforts, with regard to involvement in the surveying process itself and all follow-up efforts. The Client Relations Specialist reports to the Client Relations Team Lead.
"As I think about being an employee of SofterWare the idea of personal investment comes to mind. My experience at SofterWare has been one of learning from some amazing people who were willing to take time to invest in me to help me excel at my job and for that I am grateful. When I think about my job as a trainer, the word "aha" comes to mind. As a trainer, I love the fact I have the opportunity to be part of others learning journey and their aha moments, truly understanding how something works or how something can help them do their jobs better."
Kelly Ramage
Internal and External Training Specialist