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 responsible for managing client relationships, ensuring proactive customer service, and achieving client retention goals. This role involves facilitating customer satisfaction through regular communication and meetings throughout the accreditation cycle, while managing an assigned book of business.

Responsibilities

• Serve as URAC's point of contact and trusted advisor to clients.
• Maintain high levels of client satisfaction and deliver on customer interests.
• Conduct a high volume of proactive interactions including virtual meetings, outbound calls, and emails to nurture client relationships.
• Participate in client meetings and respond to information requests with urgency.
• Resolve client issues or escalate them to the Director, Client Relations as necessary.
• Foster long-term customer relationships to maintain loyalty and retention.
• Manage the renewal process and meet revenue goals for assigned client accounts.
• Explain changes and updates to clients regarding URAC's accreditation and certification programs.
• Conduct client business reviews to ensure satisfaction and identify issues or opportunities.
• Update Salesforce with all client communications and renewal information in a timely manner.
• Collaborate with other departments to maintain and grow institutional knowledge of client accounts.
• Lead contract negotiations and ensure adherence to contract terms.
• Prioritize project work to meet deadlines and achieve department targets.
• Maintain an accurate log of active clients and forecast renewal dates.
• Update the Sales team on upsell opportunities and follow up on their status.

Requirements

• Three to five years of client relations management experience in a business-oriented organization, including contract negotiation experience.
• Proven record of success in meeting and exceeding business retention goals.
• Excellent project management skills with the ability to manage multiple projects and deadlines.
• Ability to create and maintain effective customer relationships with key decision makers.
• Experience working effectively under pressure while remaining positive and flexible.
• Strong interpersonal skills and empathy to build customer relationships.
• Excellent customer service skills in a customer-centric environment.
• Self-starter with the ability to work independently and as a proactive team player.
• Ability to collaborate and communicate across multiple departments and leadership levels.
• Strong organizational and time management skills to meet deadlines in a fast-paced environment.
• Detail-oriented with proficiency in Microsoft Word and Excel.
• Experience with Salesforce or other CRM systems is preferred.
• Excellent verbal and written communication skills.

Nice-to-haves

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

Benefits

• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities