Client Relations Manager

$68,000 - $73,000/Yr

Urac - Washington, DC

Full-time - Mid Level

Washington, DC

Ambulatory Health Care Services

About the position

The Client Relations Manager is a pivotal role responsible for managing client relationships, ensuring proactive customer service, and driving client retention in alignment with defined monthly and quarterly goals. This position is essential for facilitating customer satisfaction and enhancing loyalty through regular discussions and meetings with clients throughout the accreditation cycle. The Client Relations Manager will oversee an assigned book of business, acting as the primary point of contact for clients, and will be tasked with maintaining a high level of client satisfaction while delivering on the interests of both the customer and URAC. In this role, the Client Relations Manager will engage in a high volume of proactive interactions, including virtual meetings, outbound calls, and emails, aimed at nurturing client relationships, negotiating contracts, and identifying upsell opportunities. The manager will participate in client meetings, respond promptly to client requests for information, and address client issues, escalating them to the Director of Client Relations when necessary. A key responsibility will be to maintain client loyalty and retention by fostering long-term relationships and managing the renewal process for assigned client accounts. The Client Relations Manager will also be responsible for understanding URAC's portfolio of accreditation and certification program offerings, explaining any changes or updates to clients during their contract period and renewal. Conducting client business reviews to ensure satisfaction and identify potential issues or opportunities will be part of the role. The manager will be expected to maintain accurate records in Salesforce, including notes, key contact information, renewal information, and all communications with clients, while also collaborating with other departments to enhance URAC's institutional knowledge of client accounts. Additionally, the role involves leading contract negotiations and ensuring compliance with contract terms, prioritizing project work to meet deadlines, and achieving departmental targets and metrics.

Responsibilities

• Serve as URAC's point of contact, a trusted advisor and advocate to the client.
• Maintain a high level of satisfaction and deliver on the interests of both the customer and URAC.
• Engage in a high daily volume of proactive interactions including virtual meetings, outbound calls, and emails.
• Nurture client relationships, negotiate contracts, and identify client upsell opportunities.
• Participate in client meetings and respond to requests for information with urgency.
• Solve client issues and escalate to the Director, Client Relations as appropriate.
• Maintain client loyalty and retention by fostering long-term customer relationships.
• Manage the renewal process and be accountable for renewals (reaccreditation) of assigned client accounts.
• Understand URAC's portfolio of accreditation and certification program offerings and explain changes to clients.
• Conduct client business reviews to ensure satisfaction and identify potential issues or opportunities.
• Review and settle notices of change submitted by clients.
• Update Salesforce with all notes, key contact information, renewal information, and communications with clients.
• Work with other leaders and departments to maintain and grow URAC's institutional knowledge of client accounts.
• Lead and participate in contract negotiations, ensuring adherence to contract terms.
• Prioritize project work to meet deadlines and achieve department targets and metrics.
• Maintain an accurate log of all active clients and forecast client renewal dates.
• Update the Sales team on upsell opportunities and follow up on status.
• Perform other duties as assigned.

Requirements

• Three to five years of client relations management experience in a business-oriented organization preferred, including contract negotiation experience.
• Proven record of success meeting and exceeding business retention goals.
• Excellent project management skills managing multiple projects and deadlines.
• Proven ability to create and maintain effective customer relationships with key decision makers at all levels of organizations of varying size.
• Demonstrated experience working effectively under pressure while remaining positive, flexible, and open to feedback/coaching.
• Excellent interpersonal skills, empathy, and strong ability to build customer relationships.
• Strong listening, problem-solving, and judgment skills.
• Excellent customer service skills with proven ability to work in a customer-centric environment.
• Self-starter with demonstrated ability to work independently and as a proactive team player.
• Ability to collaborate and communicate with people in various roles across multiple departments and leadership levels.
• Strong organizational and time management skills with the ability to meet deadlines in a fast-paced environment.
• Proven ability to be detail-oriented.
• Proficient experience with Microsoft Word and Excel.
• Salesforce or other CRM system experience preferred.
• Excellent verbal and written communication skills.
• Strong ability to respond quickly and thoughtfully to unexpected questions.

Nice-to-haves

• Experience in a healthcare-related field.
• Familiarity with accreditation processes and standards.

Benefits

• Competitive salary range of $68,000 - $73,000 per year.
• Hybrid work environment.
• Opportunities for professional development and training.