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Client Relations Specialist

Who We Are

We are a team focused on solving complex problems for global enterprise level member-based organizations and their chapters while staying true to our innovative and entrepreneurial spirit. 

We will encourage you to embark on a path of continuous learning that complements your strengths and interests while powering the innovation of our product and the way we serve our clients.  The driving force behind the reason we come to work every day and push the limits is our desire to help others Do More, Impact More and Grow More. 

Our team and our award winning culture make Billhighway a place where leaders thrive.  Join us on our journey as one of the Cool Places to Work and 101 Best and Brightest Locally and Nationally.   What impact will you make?

The Role: Client Relations Specialist

The role of the Client Relations Specialist is to lead the internal technical system aspects of existing client implementations, product feature adoptions, reporting requests, and daily client requests. Your goal is to develop and maintain both day-to-day system operations and project related programs that strengthen the relationship that drives customer retention, builds loyalty and increases value.

 

What you will do:

  • Establish and deepen relationships with assigned clients by understanding their business objectives and providing exemplary support as their primary operations contact within Billhighway
  • Communicate frequently with clients on updates and information
  • Achieve and maintain in-depth understanding of client configuration & usage of Billhighway
  • Lead project implementations for existing clients
  • Create both recurring client and department reporting, and ad-hoc reporting to address specific client needs
  • Provide data and analysis for client presentations and assist with preparing communications and presentations
  • Perform required system activities associated with client’s use of Billhighway system (roles/permissions).
  • Identify opportunities for client HQ administrators to become improved users of our system, develop plan, and work with Client Relations Consultant to implement (this could involve additional training, system enhancements, or other activities).
  • Serve as escalated support for support questions from Client Care, Client Executive Support, and other teams.
  • Serve as the customer’s voice within Billhighway articulating client priorities appropriately in terms of urgency and level of detail and ensuring the highest level of customer service
  • Proactively anticipate customer needs and identify any potential issues. Create recommendations and facilitate action for resolution.
  • Work closely with Client Accounting, Production Support and Development in support of specific client needs.
  • Work closely with Marketing to craft and deliver client communications.
  • Participate in user acceptance testing and QA testing
  • Continue to learn and gain knowledge to meet changes in user interface and technology tools
  • Analyze existing support workflows and processes and recommend innovative improvements.
  • Participate in client & industry conferences (includes travel)
  • Ownership and specialization in one or more additional department projects such as:
    • Communications
    • Training
    • Reporting
    • Travel and Trade Shows
  • Complete quarterly individual action items that contribute to completion of departmental strategic action items.

What you will need:

  • Bachelor's degree in Management Information Systems and related experience preferred. A dual major in Finance or Accounting or Finance/Accounting related experience is a plus.
  • Minimum of 1-3 years acting in a Client Service or Account Manager role in a professional environment
  • Critical thinking and analytical skills are required. You’ll need the ability to think on your feet and be open to and assimilate others’ points of view. Parts of your rotations may require extensive analytical skills using tools such as excel and the ability to turn data into information and create a compelling message using PowerPoint. You will need solid mathematical aptitude and the ability to document complex business processes.
  • Have fun and thrive working in a fast-paced and dynamic environment. You’ll need to be comfortable working in a results oriented, fast paced, changing environment demonstrated through working on multiple projects at the same time and within tight timelines without compromising accuracy.
  • Self-motivation and the ability to work with minimal direction is key.
  • Playing Fearless and being comfortable navigating tight turnarounds and system/ technical limitations is required.
  • You must demonstrate a commitment to having personal grit to get the job done well (even if it does take a few tries) and thrive in taking a hands-on approach to challenging work.
  • Willing to travel, as required, to prospects, customers or events (weekend travel may be required)
  • Superior computer skills including the web, web-based technologies, MS office
  • Proficient written and communication skills
  • Client based training and education experience
  • Strong project management experience
  • Ability to be successful in a collaborative, team environment
  • Familiar with being “plugged in” (i.e. with laptop and phone)

What will set you apart:

  • Familiarity with web-based software
  • Experience with financial concepts including basic accounting
  • Working knowledge of Salesforce.com tools
  • Desire to learn the about the high tech financial industry
  • Passionate about the non-profit industry

 

A flexible, entrepreneurial work environment and team atmosphere makes this a great place to work.  To learn more about us, visit www.billhighway.co.

 

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