URACposted 18 days ago
Full-time • Mid Level
HYBRID ARRANGEMENT, DC
Ambulatory Health Care Services

About the position

The Client Relations Manager is responsible for managing client relationships, providing proactive customer service, and ensuring client retention according to defined monthly and quarterly goals. This role involves facilitating customer satisfaction and increasing loyalty through regular discussions and meetings with clients throughout the accreditation cycle. The Client Relations Manager will manage an assigned book of business, acting as a point of contact and trusted advisor to clients, while maintaining a high level of satisfaction and delivering on the interests of both the customer and URAC.

Responsibilities

  • Serve as URAC's point of contact, a trusted advisor and advocate to the client.
  • Maintain a high daily volume of proactive interactions including virtual meetings, outbound calls, and emails to nurture client relationships, negotiate contracts, and identify upsell opportunities.
  • Participate in client meetings and respond to requests for information from clients 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.
  • Meet revenue goals by managing the renewal process and being accountable for renewals of assigned client accounts.
  • Understand URAC's portfolio of accreditation and certification program offerings to explain changes/updates to existing clients during their contract period and renewal.
  • Conduct client business reviews to ensure satisfaction and identify potential issues or opportunities.
  • Review and settle notices of change submitted by clients.
  • Update Salesforce in a timely and accurate manner with all notes, key contact information, renewal information, and all communications with clients.
  • Update the renewal log.
  • Work with other leaders and departments to maintain and grow URAC's institutional knowledge of client accounts.
  • Lead and participate in contract negotiations with clients, ensuring adherence to contract terms.
  • Prioritize project work to meet deadlines.
  • Achieve department targets and metrics, maintaining an accurate log of all active clients and forecasting client renewal dates to balance work.
  • Maintain a positive customer mentality and problem-solving aptitude.
  • Update the Sales team on upsell opportunities for adding additional programs to a client's portfolio 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 take direction from multiple sources and implement accurately based on that direction.
  • 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 attention to detail.
  • 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.

Job Keywords

Hard Skills
  • Contract Negotiation
  • Customer Relationship Building
  • Excel Services
  • Microsoft Excel
  • Salesforce
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