Client Relations Specialist - TNG

Are you looking for a place to work where you can enjoy your colleagues and environment and feel valued for your contributions? Do you want the flexibility to work remotely full-time? Do you enjoy working for a mission-driven organization? Read on!

TNG is a training, consulting and association management firm that works to create safer, healthier environments in the Higher Education and K-12 space. We provide training and consulting on Federal Title IX (anti-discrimination) regulations and for Behavioral Intervention Teams (cross-functional groups designed to care for individuals showing signs of difficulty or stress.) TNG has a sterling reputation for content and customer service excellence. 

The Client Relations Specialist will partner with our Business Development team and other internal departments to provide an optimal client experience at all touch points. We are seeking a motivated individual with account management experience, demonstrated client support skills, and a passion for providing clients with an optimal experience. The individual we seek must be at ease working in a fast-paced environment. They should be detail oriented, responsive, and comfortable taking initiative to ask questions. 

In this role, the individual will communicate regularly with clients by email, phone or Zoom to provide information and support, update the Client Relationship Management system (CRM) with accurate client information and communicate client requests to Consulting, TNG Operations departments, Business Development, and other internal units as needed. 

·         Manage client services for assigned contracted accounts. 

o   Work closely with Consulting Operations and other internal departments to ensure client requests are met in a timely manner. 

o   Coordinate outreach and meeting with client and assigned Business Development representative when client is approaching contract renewal. Prepare report in advance of the meeting.

o   Manage communication with assigned clients, including an introductory email and ongoing outreach on a regular basis.

o   Collaborate with internal departments to schedule contracted trainings and coordinate all required information for logistics.

o   Manage incoming engagement requests from clients and communicate to the Scheduling Department and Consulting Operations (ATC). 

o   As needed, request Certificate of Insurance from third-party provider, send updated W-9, etc.

o   Manage tracking, reminders, and communication for assigned clients.

o   Input accurate, timely updates for all client/prospect information in the CRM.

·         Assess current client service programs and make suggestions to further streamline.

o   Seek input and feedback regularly to assess client satisfaction. 

o   Develop and maintain a thorough understanding of clients’ needs.

o   Track client usages of available services; communicate updates to clients on a regular basis; work with client to schedule services so they are being utilized.

o   Maintain knowledge of TNG services; promote available products and services on a regular basis.

o   Facilitate communication with Business Development representative if an additional contract is needed.

 

Qualifications

·         At least three years of professional experience in account management, client support, or related field.

·         Associate degree and/or progress towards a Bachelor’s degree.

·         Confident, proficient user of MS Office Suite (including Excel/Word/PowerPoint) and Zoom.

·         Adept at rapidly learning new software systems.

·         Completion of a Bachelor’s degree.

·         Experience with Sugar CRM.

 

Additional Skills:

·         Strong customer service orientation: Friendly, helpful, patient, organized and able to communicate clearly and concisely in writing and by phone.

·         Background in sales support setting highly desirable.

·         Proactively considers client needs and how to address them effectively.

·         Strong multi-tasker; able to manage priorities and competing deadlines at once.

·         Excellent attention to detail and organizational skills.

·         Ability to learn new software quickly and adapt to multiple systems.

·         Collaborative; functions well in a team environment.

·         Problem solver who will pursue solution until client need is addressed.