Client Relations Specialist

About the position

At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 20 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $500 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry. We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.

Responsibilities

• Onboard Newly Signed Clients
• Complete set-up of the new client leads campaigns.
• Prepare onboarding call presentation decks.
• Complete onboarding call with the client via Zoom.
• Complete additional campaign set up tasks and set client’s campaign live within 5-day goal.
• Self-assign and work client support cases from the Client Relations email queue or inbound client calls daily.
• Complete client support cases adhering to 24 and 48 business hour SLA response time.
• Effectively communicate with the client via email and phone following client support best practices and metrics.
• Document in detail each client communication touchpoint and case resolution in Salesforce.
• Create and follow up on any internal tickets needed to complete the client’s request.
• Ensure that all client email cases and voicemails are assigned and addressed daily.
• Adhere to client support best practices responding immediately to escalated client issues by contacting the client via phone call.
• Work with our Accounts Receivables team to call on client accounts daily that have fallen into an outstanding balance to collect past due balances, update the client’s payment method if necessary, and reactivate lead campaign services.
• Document in detail each client communication touchpoint and outstanding balance case resolution in Salesforce.
• Identify and work with existing clients to grow their overall campaign budget by strategically advising clients of opportunities in terms of growth, budget, additional trades, and territory.
• Work with the Client Relations team to collectively identify clients that are in danger of hitting monthly budget caps early or are not meeting monthly lead fill rate and pitch the client solutions to increase budget or expand their campaign.
• Contact clients that have canceled within the past six months who are candidates to be reactivated and restart services.
• Perform monthly Health Check Calls to assess and gauge the client status and address any concerns that the client may not have requested assistance previously from the Client Relations Team.
• Manage clients who are requesting to cancel services by following outlined retention guidelines to build value in Modernize services and negotiate with the client to maintain the client’s business with minimal reduction in recurring monthly revenue.
• Actively take ownership of any client escalations and use client support best practices to de-escalate the client and come to a satisfactory resolution that maintains the client’s success and happiness while protecting the organization’s brand and reputation.

Requirements

• 3+ years of client-facing support experience preferred.
• Client retention experience preferred.
• Strong data analysis and analytical skills.
• Intermediate/Strong Excel, Powerpoint, and Salesforce skills.
• Bachelor's degree preferred.
• Experience in lead generation / digital demand generation marketing is a strong plus.
• Exceptional communications skills; verbal and written.
• Strong business acumen with an ability to operate under pressure while making business-critical decisions daily.
• Proven track record of delivering a value proposition and successfully taking clients through onboarding stages to partnership maturation.
• Detail and process-oriented; an ability to effectively prioritize workload.
• Handle client emotion and objections in a positive, solutions-based manner.
• Ability to thrive in a dynamic work environment.

Nice-to-haves

• Experience in lead generation / digital demand generation marketing.

Benefits

• Health care benefits
• Retirement benefits
• Paid days off (paid sick leave, parental leave, paid time off, or vacation benefits)
• Performance bonus or commission
• Equity in the form of restricted stock units