Overview
Client Relations Specialist Jobs in NAMER at DonorPerfect
Title: Client Relations Specialist
Company: DonorPerfect
Location: NAMER
This position is only available for W2 Employees. Please note that in order to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, FL or Canada.
About SofterWare
SofterWare is a dynamic, established company that builds multiple software-as-a-service (SaaS) products for clients whose dedication to bettering the world brings meaning to the work we do every day. Thousands of nonprofit organizations look to DonorPerfect software to effectively leverage their donor data, launch impactful fundraising campaigns, and grow the community that supports their cause.
Life at SofterWare
When You Join SofterWare, You Will
See the positive impact of your work by helping causes you care about
Be part of a company culture that values work-life balance and giving back to local organizations together as a team.
Work for a company that has been named a Top Workplace in the Philadelphia region 11 times and made the Inc. 5000- list for fastest-growing private companies 8 times in the last decade.
Your Role as a Client Relations Specialist
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.
Key Responsibilities
Effectively handle all incoming client concerns, owning them with a desire to see them fully resolved as quickly as possible.
Listen to the customers with empathy and capture their feedback about our products so that we can continually incorporate client feedback into our product roadmap.
Assist the Client Relations Team Lead with improving client retention rate, utilization scores, annual recurring revenue and client satisfaction measured through NPS.
Advise clients on how they can more effectively use the software to ensure they are getting the most value from our solutions.
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.
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Key Requirements
Ability to keep composure during challenging conversations
Dedication to customer satisfaction
Excellent oral and written communication skills
Strong 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
Education and Experience:
3+ years of relevant customer relations experience desired
Equal Employment Opportunity Statement
SofterWare is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, citizenship status, veteran status, political affiliation, or any other factor protected by law. SofterWare complies with the law regarding reasonable accommodation for handicapped and disabled employees.
