What are the responsibilities and job description for the Client Relations Manager position at Womens Real Estate Investors Network?
Job Description
Job Description
The Client Relations Manager will work within the Client Success Department and be responsible for advocating for clients, owning the client experience, addressing issues across the organization while keeping client success top of mind, challenging the status quo and consistently exceeding expectations, teaching & educating clients by directing them to the best resources that can help them move forward with their personal version of success. To be successful in this role, you should be an energetic and excellent communicator and leader who's able to earn and maintain a team’s trust and confidence on an ongoing basis. Ultimately, you will be responsible for and will help lead a team who is establishing our reputation as a company and building trust with clients while maintaining positive relationships and offering excellent support for clients through various forms of communication during their experience with our company.
Responsibilities :
Work within CSD team responsible for exceptional client experience, success and results within the program, with a focus on retention and renewals
Identify ways to improve onboarding, client support and client account management, participate in the client on boarding process
Report and oversee data collection and feedback from team members and clients while looking for proactive ways to innovate and improve client success, retention, renewals and overall experience by reviewing and optimizing data and processes in order to provide proactive solutions
Contribute to communication and interactions between team and clients to ensure integrity, excellence, and accurate notes for every client while organizing KPIs in a clear and concise “snapshot” dashboard and report
Assist with client based communication within our network including monitoring of social media platforms and assistance with creation of posts
Work closely with marketing and our CRM software to develop automations and systems for the Client Success Department
Assist with client’s fulfillment of mentorship including help managing data, payment plans, stages of the client journey
Collaborate with CSD team around special projects and events
Skills & Qualifications :
8 years of experience in customer service
Familiarity with our industry is a plus
Energetic team-oriented and self-aware leader with a zest for life and helping others while navigating various types of communication and personalities
Proficiency in G Suite (Sheets, Docs, Gmail) and CRM software, knowledge of CS software is a plus
Patience and grace when handling tough situations and leading decisions for their team and clients
Attention to detail and excellent problem-solving skills on a case-by-case scenario
Stellar interpersonal verbal and communication skills
Excellent time management skills and the ability to prioritize work
Strong organizational skills with the ability to multitask and work well under pressure
Ability to quickly learn and implement new programs
Experience using help desk software and remote support tools
Understanding of how CRM systems work, i.e. PipeDrive and Active Campaign
Bachelor's Degree required
Masters Degree preferred
Advanced certification preferred
This Job Is Ideal for Someone Who Will Lead With :
Problem Solving and Resolution
Proactiveness
Expectation Setting
Listening & Seeking to Understand
Level Headedness
Empathy
Grit / Tenacity
Data Integration
