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Client Relations Associate
Position: Ensure that all of our clients and CPAs are receiving optimal client service throughout their relationship with our firm by helping to manage all of their projects, including deadlines, communication and updates. This position is both an external and internal communications position that is developed to promote positive interaction within the organization, as well as to exceed expectations and increase profitability for the company with regards to our clients.
Responsibilities:
- Manage all project milestones and deadlines in support of the project team director.
o Calendar all milestone dates and deadlines for the team
o Review any studies that are not moving forward, uncover the root cause and develop and action plan with the team director
o Prepare weekly activity list and distribute to appropriate team members
o Meet with team director to discuss issues and resolutions to the problems as they relate to the appropriate milestones
- Provide each client with exceptional service through maintaining an open line of communication between the project team and the client and CPA.
o Participate in the BD Download and secure any missing information
o Participate in the Kick Off Call and introduce alliantgroup and team members
o Prepare personalized, hand written thank you note to the client and CPA
o Follow up with client and CPA to verify understanding and receipt of the post – kick off document request
o Participate in the 30 day review call – introduce call and project team member
- Communicate with the client:
o Follow up throughout the study process
o Project Summaries – follow up with client to ensure receipt and verify due date
o Final Report – verify final delivery
o Closing Call – thank you for business, discuss experience and opportunities for improvement and referral opportunities
- Contact CPA’s monthly to ensure we are exceeding their expectations with our process and the progress of their client’s study
- Escalate client service issues to management
- Provide management with a weekly progress report
o Wins – 30 DRC, PSR out, Final Report out, testimonial letters
o Losses – Missed deadlines, Disengaged clients
o Client issues and how they were resolved
o Priorities for upcoming 2 weeks
o Systemic Issues, as necessary
Required Skills:
- Superb client service skills
- Exceptional project management skills
- Ability to resolve problems
- Excellent follow up skills
- Receptive to learning opportunities
- Ability to think outside of the box
- Ability to work well in a fast paced environment
- Exceptional verbal, written and interpersonal communication
- Ability to work independently, as well as a part of a team
- Proficiency in the Microsoft Office Suite
- Minimal business development skills
- Time management skills
Evaluation Criteria:
- Positive client feedback
o Re-engagements
o Client referrals
o Secondary Service Line leads
o Testimonial letters
- Communication of “bad news fast”
- Team milestones and deadlines met
Required Education and Experience:
- Bachelors Degree
- 2+ years in Client Services
- 1+ year in Project Management
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