Job Overview:
The Client Relations Specialist oversees the customer lifecycle for our managed services clients, from initial supportability, to contract term, and renewal. A successful Client Relations Specialist collaborates with retention, service delivery, and engineering teams to devise and execute data-driven strategies aimed at reducing customer churn. Building strong relationships and earning customer trust are also key responsibilities. By closely coordinating with all departments, the Client Relations Specialist will strive to maintain high levels of satisfaction and ensure alignment with customer objectives. This role will also assist in managing the renewal process for each customer. Moreover, the Client Relations Specialist will work alongside the Account Manager to resolve customer issues promptly to ensure their overall satisfaction. Working closely with department managers and staff, they address customer inquiries and concerns in a timely manner. Alongside Retention Specialists, the Retention Director will serve as the internal advocate for customers, helping them achieve their business and IT objectives.
The Client Relations Specialist will also assist in the implementation of the QBR/EBR process and client engagement schedules, educating on client health metrics, and continuously exploring opportunities to enhance client value.
This role reports to the Retention Director.
Required Experience:
Bachelor’s degree, Business Administration, or related field
Minimum 3 years customer success experience
Minimum 3 years renewal management experience
Experience with service desk ticketing systems (Autotask)
Experience with CRM tools (Salesforce)
Proficiency in Microsoft Office Suite & Microsoft Teams
Proficiency in Google Suite, particularly Gmail and Google Docs
Strong written and verbal communication skills; empathetic customer service approach
Excellent organizational, time management, and multitasking capabilities
Preferred Qualifications:
Recurring revenue, multiyear term contract experience
Familiarity with IT hardware, software, and managed services technology
Familiarity with tools and technologies that small businesses commonly use is also valuable
Work Environment:
Competitive salary, as well as employer, contributed health benefits
Unlimited paid time off
Marietta, GA office location
Access to a Company cell phone plan
A seat on an energetic team that collaborates and pushes each other to be better
A fast-paced but cooperative environment with endless potential for growth
Celebration events for team and Company successes throughout the year
Company mission: To work relentlessly with IT professionals to make their jobs easier; provide sound advice to meet technical and budgetary requirements; give peace of mind regarding infrastructure and cloud investments; and offer an exceptional customer experience from start to finish.
Flexible work from home options available.