Client Relationship Specialist

Description

• Collect customer feedback and stories and close feedback loops
• Maintain project management tool to account for all project related items (project plans, deliverables tracking, time tracking, etc.) and update the tool timely to reflect client related notes, tasks, and events to assure accurate department reporting
• Remain up to date on product features and developed use cases to drive customers to best practice adoption
• Identify business maturity level for assigned accounts; determine strategy for advancement to the next stage
• Identify and manage retention risks
• Deliver customer platform reviews based on schedule cadence per business segment
• Identify and manage risks related to project timelines when applicable
• Solicit participation for customer surveys (CSAT & NPS) and other advisory activities
• Ensure that customers derive maximum value from their investment in Visual Lease, monitor effective utilization of all licensed modules, identify new opportunities, and collaborate with other VL stakeholder teams to ensure adoption and a successful renewal.
• Lead internal and external initiatives through cross-functional partnerships with sales, support, product management, and other teams which directly impact overall customer success and drive customer growth.
• Partner with Account Management team on overall customer retention strategy; Mitigate renewal risk
• Configure/implement Visual Lease platform, including modules, supporting lease fields, financial categories, users and security levels, access requirements and system administration
• Gather business requirements for client's integration strategy, and propose new ideas for further platform adoption
• Support expansion, renewal opportunities; understand what the business outcomes are for each named customer (Mid-Market / Enterprise)
• Communicate phases of the implementation with Clients and internal teams using VL Implementation Methodology

Requirements

• Ability to organize and manage multiple and competing priorities
• Experience, fluency and the ability to quickly learn software solutions
• Be able to adjust your communication style to assist customer on various levels of technical understanding and internally with different levels of leadership
• Patience, positive demeanor and strong relationship-building skills
• Minimum of 1–3 years of experience in a customer-facing role, with a proven ability to proactively identify and resolve customer challenges, deliver solutions, and drive satisfaction.
• Excellent written and verbal communication skills
• Bachelor’s degree required from an accredited, not-for-profit University or College
• Willingness to travel to clients for onsite onboarding and trainings (approximately 5-10% travel)
• Proven track record of commitment and success in previous roles

Benefits

• 401(K) retirement plan with matching contributions
• Life, legal, and supplementary insurance
• Tuition reimbursement
• Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups
• Virtual and in person mental health counseling services for individuals and family
• Commuter and parking benefits
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent)
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks
• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Paid time off
• Employee stock purchase plan

Training + Development

Interview process

Visa Sponsorship

Security clearance