Remote Client Relations Lead

Summary

Join our team as Client Relations Lead and play a crucial role in maintaining and strengthening customer relationships, ensuring communication flow, resolving issues, upholding quality control, and driving client renewals and upselling.

Requirements

• Bachelor’s degree, or equivalent relevant experience
• 1-2 years of experience in project or account management, writing, or analytics

Responsibilities

• Lead client calls and meetings, ensuring consistent account servicing with internal team coordination
• Address client questions, needs, and issues promptly in collaboration with delivery, product, and commercial teams, including escalations when necessary
• Oversee new client onboarding and ensure a smooth adoption process
• Support revenue retention and expansion for Insights clients, monitor scope and labor, provide renewal pricing recommendations, and prepare contract documents
• Cultivate long-term partnerships, acting as a trusted advisor by anticipating and articulating client needs
• Write concise updates and reports on tight deadlines
• Engage with internal teams, including solution consulting, operations, and sales, to ensure alignment with client objectives

Preferred Qualifications

• Strong relationship management skills with a service-oriented mindset and a keen understanding of news dynamics
• Demonstrated ability to analyze data and identify actionable insights. Proficiency in Excel, including experience with data functions, pivot tables, and basic formulas to support client reporting, performance tracking, and decision-making
• Familiarity with using proprietary or specialized software platforms, with a proven ability to quickly learn and effectively leverage new tools. An enthusiasm for technology and a proactive approach to utilizing software that supports and enhances client service
• Proven problem-solving abilities and meticulous attention to detail
• Ability to adapt and maintain composure under pressure
• Effective communicator with excellent verbal and written skills
• Team-oriented approach, with the flexibility to assist as needed

Benefits

What to expect: In this role, each day will bring new challenges and opportunities. One day, you may be discussing ways to improve our services with clients; the next, you could be managing client issues on a tight deadline