Client Support Specialist

BruntWork | Full time: 35 paid hours per week or more

• Job Category: Operations and Project Management
• Work Timezone: Must be a City, e.g., London, Phoenix AZ
• Work Schedule: Fixed Schedule
• Job Type: Full time: 35 paid hours per week or more
• Date Opened: 01/30/2025
• Remote Job
• Industry: Other

Job Description

This is a remote position. Work Schedule: 8AM - 5PM Phoenix, AZ time with 1 hr unpaid break. The Account Manager will drive revenue by managing client relationships, engaging warm leads, and renewing key accounts. This role will focus on re-engaging clients, expanding current business, and ensuring client satisfaction with tailored service presentations. Success will be measured by achieving renewal targets, minimizing past-due accounts, and consistently meeting client engagement metrics.

Responsibilities

1. Client Re-Engagement Goal: Reconnect with clients who last did business with them within the past 2 years to foster renewed business opportunities. Performance Standard: Achieve a minimum re-engagement rate of 5% of targeted clients within the first 90 days, with an average of at least 5 deals closed per month. 2. Warm Lead Engagement and Conversion Goal: Engage warm leads to convert them into active clients, delivering tailored presentations that align with client needs and maximize value. Performance Standard: Convert a minimum of 20% of warm leads into new deals, maintaining a high engagement rate and follow-through. 3. Manage and Collect on Past-Due Accounts Goal: Ensure timely collections to maintain “Past 30 Days” accounts receivable under 50% of outstanding revenue. Performance Standard: Maintain monthly collections of over 90% of outstanding balances, reducing “Past 30 Days” accounts by at least 50% each month. 4. Class Action and Mass Tort Account Renewals Goal: Secure renewals for existing Class Action and Mass Tort accounts, with a focus on maximizing renewal rates. Performance Standard: Achieve a renewal rate of 80% for Mass Tort accounts within the first year, with an average increase in client retention of at least 80%. 5. Lead Client Calls and Service Presentations Goal: Conduct effective client calls to present and discuss the services offered, ensuring that solutions meet each client’s specific needs. Performance Standard: Host a minimum of 40 client calls per month with a client satisfaction rate of at least 90%. 6. Document and Finalize Campaign Commitments Goal: Accurately document terms of client campaigns through MSAs and SOWs, setting clear expectations and ensuring service needs are met while maximizing profits. Performance Standard: Complete and secure 100% of campaign documentation within required timelines, achieving minimal adjustments due to unclear terms. 7. Client Account Status Reporting Goal: Prepare and deliver regular client reports on account progress and results, providing clients with clear insights into their campaign performance. Performance Standard: Send progress reports for all managed accounts at least monthly, with 100% accuracy and a client satisfaction rate of 90%.

Requirements

● Client Relationship Management: Skilled at nurturing client relationships and delivering customized solutions that meet client needs. ● Sales and Negotiation: Proficient in engaging leads, closing deals, and effectively upselling to existing clients. ● Financial Accountability: Experienced in managing account collections and ensuring timely payments. ● Renewal and Retention Focused: Proven success in renewing accounts, with an emphasis on maintaining and growing client loyalty. ● Detailed Reporting & Documentation: Strong ability to document agreements accurately and provide detailed reporting to keep clients informed and engaged.

Culture Fit

● Client-Focused: Values client satisfaction, prioritizing clear communication and alignment with client needs. ● Goal-Oriented: Committed to achieving revenue, engagement, and retention goals, proactively seeking opportunities for growth. ● Collaborative: Works well across teams to meet client needs and deliver consistent results. ● Organized & Reliable: Ensures accuracy in account documentation, reporting, and follow-through to maintain trust and accountability. #J-18808-Ljbffr