Client Relations Manager

Major purpose of this job:

Responsible for client relationships, proactive customer service, and client retention per defined monthly/quarterly goals. Additionally, the Client Relations Manager will facilitate customer satisfaction and increase loyalty by implementing regularly scheduled discussions and meetings with their client base throughout the life of the accreditation cycle. The Client Relations Manager will receive and manage an assigned book of business (i.e. organizations).

Job duties and responsibilities:

• Serves as URAC’s point of contact, a trusted advisor and advocate to the client. Maintains a high level of satisfaction and delivering on the interests of both the customer and URAC.
• Maintains a high daily volume of proactive interactions including virtual meetings, outbound calls and emails with the intent of nurturing client relationships, contract negotiation, and identifying client upsell opportunities.
• Participates in client meetings and responds to requests for information from clients with a high sense of urgency.
• Solves client issues and/or escalate to the Director, Client Relations as appropriate.
• Maintains client loyalty and retention by creating and fostering long-term customer relationships.
• Meets revenue goals by managing the renewal process. Accountable for renewals (reaccreditation) of assigned client accounts.
• Understands URAC’s portfolio of accreditation and certification program offerings to explain changes/updates to existing clients during their contract period and renewal.
• Conducts client business reviews to ensure client satisfaction and identify potential issues and/or opportunities.
• Reviews and settles notices of change submitted by clients.
• Updates Salesforce in timely and accurate manner with all notes, key contact information, renewal information and all communications with clients.
• Updates the renewal log.
• Works with other leaders and across other departments (i.e. Sales, Legal, Quality, etc.) to maintain and grow URAC’s institutional knowledge of the client accounts.
• Leads and participates in contract negotiations with clients and ensures both URAC and clients are adhering to contract terms.
• Prioritize project work to meet deadlines.
• Achieves department targets and metrics. Maintains an accurate log of all active clients and forecasts client renewal dates to balance work.
• Maintains a positive customer mentality and problem-solving aptitude.
• With a high sense of urgency updates the Sales team to upsell opportunities for adding additional program to a client’s portfolio and follows-up on status.
• Other duties as assigned.

Experience, knowledge, and skill requirements:

• Three to five years of client relations management experience in a business-oriented organization preferred to include contract negotiation experience.
• Proven record of success meeting and exceeding business retention goals.
• Excellent project management skills managing multiple projects and deadlines.
• Proven ability to create and maintain effective customer relationships with key decision makers at all levels of organizations of varying size.
• Demonstrated experience working effectively under pressure while remaining positive, flexible, and open to feedback/coaching.
• Excellent interpersonal skills, empathy and strong ability to build customer relationships.
• Strong listening skills, problem solving skills, and judgment skills.
• Excellent customer service skills with proven ability to work in a customer centric environment.
• Self-starter, demonstrated ability to work independently as well as to be a proactive team player.
• Expert at being able to take direction from multiple sources and then implementing accurately based on that direction.
• Ability to collaborate and communicate with people in a variety of roles across multiple departments and leadership levels.
• Strong organizational skills, time management skills and the ability to meet deadlines in a fast paced environment.
• Proven ability to be detailed oriented.
• Proficient experience with Microsoft Word and Excel.
• Salesforce or other CRM system experience preferred.
• Excellent verbal and written communication skills.
• Strong ability to respond quickly and thoughtfully with unexpected questions.

Education and training requirements:

• Bachelor’s degree or equivalent experience