[Hiring] Client Relations Specialist @SofterWare

Role Description

The Client Relations Specialist serves as a primary advocate for customers and plays a key role in supporting overall client satisfaction and retention. This role acts as a central point of contact for clients who want SofterWare to address concerns, resolve issues, and improve their experience. The Client Relations Specialist is responsible for managing client concerns through resolution, gathering and communicating customer feedback, advising clients on ways to maximize value from the software, and contributing to customer survey and follow-up efforts. This position also partners with teams across the organization to identify trends, address client concerns, and support continuous improvement in the customer experience.

Key Responsibilities

• Concern Resolution: Handle incoming client concerns with ownership and urgency, working to ensure they are fully resolved as quickly and effectively as possible.
• Customer Advocacy: Listen to customers with empathy, build trust, and serve as an advocate for their needs and concerns.
• Feedback Capture: Gather and document client feedback about products and experiences so it can be shared with internal stakeholders and considered in future improvements.
• Retention Support: Assist in efforts to improve client retention, utilization scores, annual recurring revenue, and client satisfaction as measured through NPS and related feedback channels.
• Value Guidance: Advise clients on how to use the software more effectively so they can realize greater value from SofterWare solutions.
• Survey Follow-Up: Review survey responses in a timely manner, determine appropriate follow-up actions, and help ensure identified concerns are addressed.
• Trend Analysis: Participate in the ongoing review of survey data to identify patterns, trends, and opportunities for improvement.
• Cross-Functional Collaboration: Partner with staff across departments to develop action plans that address client concerns and improve the overall customer experience.
• Issue Escalation: Escalate concerns appropriately when additional support, coordination, or decision-making is needed.
• Documentation: Maintain accurate records of client concerns, follow-up actions, and outcomes in the appropriate systems.
• Additional Duties: Perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications

• 3+ years of relevant experience in customer relations, customer success, account support, client services, or a related customer-facing role preferred.
• Experience handling client concerns, problem resolution, or retention-related conversations preferred.
• Experience working with customer feedback, surveys, or satisfaction measures such as NPS preferred.

Requirements

• Composure Under Pressure: Ability to remain calm, professional, and effective during challenging or sensitive client conversations.
• Customer Commitment: Strong dedication to customer satisfaction and delivering a positive client experience.
• Clear Communication: Excellent verbal and written communication skills.
• Problem Resolution: Strong problem-solving skills with the ability to assess concerns and drive appropriate resolution.
• Time Management: Ability to manage multiple priorities, meet deadlines, and handle concurrent projects effectively.
• Team Collaboration: Ability to work collaboratively with others and contribute as part of a team.
• Empathetic Listening: Ability to listen carefully, understand client concerns, and respond with empathy and professionalism.
• Sound Judgment: Ability to make thoughtful decisions about follow-up actions and escalation needs.
• Organizational Skills: Strong attention to detail and ability to maintain accurate documentation and follow-through.

Benefits

• Paid time off and volunteer days
• Matching gifts program
• Parental and military leave
• 401(k) with employer match and profit sharing
• Medical, prescription, vision, and dental coverage
• Pre-tax dependent coverage and voluntary benefits
• Short-term disability
• Employee Assistance and Wellness Programs

Company Description

SofterWare is a mission-driven technology company empowering thousands of organizations to change the world through innovation, data, and connection. Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve.