Roles, Responsibilities, Results, Requirements
Role (Overview Of The Position):
This position involves supporting the sales department with onboarding of new customers; working with customers on an ongoing basis as their primary point of contact; sending scheduled updates to all clients on the progress of their campaigns and creating and maintaining retention and referral programs to retain existing clients.
Responsibilities (Tasks Associated With The Role):
Client Onboarding:
- Responsible for taking over client onboarding once the sales team has closed the sale and has filled out any required onboarding documents.
- Client Support: Once introduced as the primary point of contact, will be responsible for answering all client questions and addressing any concerns in an efficient, retention based manner.
Client Retention:
- Create and maintain a calendar of ‘special events’ for each client (birthdays, client start date, anniversaries, first 100 leads, benchmarks and goals etc.), and facilitate ways to recognize these dates, such as sending cards, brownies, emails or a simple phone call.
We want clients to feel like we’re an integral part of their business and to know that we’re always thinking of them and have their goals in mind.
Monthly Reporting:
- Send timely and consistent reports to clients highlighting positive aspects of the campaigns we’re running. All reports should be sent on the same schedule,and in the same format - branded to the company and reports should be used as a retention and/or sales tool where appropriate.
- Look For Additional Sales Opportunities With Current Clients:
- Must be able to see opportunities for additional services that will help the client grow their business, and should communicate these opportunities to the sales team (when applicable), as reports are prepared.
Develop and Maintain a Client Retention Strategy:
- Work with business owners to continue refining and improving existing Client Retention Strategy. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.
Develop and Maintain a Client Referral System:
- Work with business owners to continue refining and improving existing Client Referral System. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.
Monitor Outsource Teams and Results:
- Performing weekly check-ins with outsourcing teams for each client to make sure the work being done is meeting pre-established objectives and is getting the results we promised to the client. If it’s not, figure out a plan to correct this so when our monthly reports go over, everything is in alignment with what was promised.
Research:
- Always be on the lookout for ways to improve our services and process. Also for ways, to reach more clients, and to maintain or upsell existing clients in ways that help them to achieve their goals even faster.
Skills
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