Job Posting: Client Relations Specialist

Position: Client Relations Specialist

Location: Mt. Airy, Maryland Office

Cetrom is a growing, fast-paced cloud computing provider with North America based clients across a variety of industries. Committed to excellence, Cetrom believes that to be the best provider of custom cloud solutions, it must continually innovate, adapting to the needs of the expanding market and developing smarter environments. Founded in 2001, Cetrom has maintained a reputation for innovative product design, and exceptional customer service. At the core of Cetrom’s success is a corporate culture that embraces thinking creatively, communicating ideas, and exploring unique talents.

Cetrom is expanding its corporate team and seeking a Client Relations Specialist to drive operational excellence by maintaining the company’s professional reputation for outstanding customer service and industry best practice compliance. The ideal candidate will have 2+ years of experience and meet all the requirements below. Critical thinking, adaptability and excellent customer relations skills are essential in this position.

Responsibilities include:

  • Ensure client satisfaction and act as client advocate
  • Facilitate client retention campaigns by building strong customer relationships through timely and accurate communications; and providing an excellent customer experience
  • Manage client databases and contracts to develop each client profile and continually assess and anticipate their needs
  • Lead customer meetings both in person, on the phone or via web conference.
  • Perform all meeting follow up activities – technical resolutions and commercial solution to identified issues
  • Review and respond to customer satisfaction surveys
  • Conduct back office duties for the onboarding and offboarding of clients
  • Host demos of Cetrom product offerings to client
  • Respond to client inquiries using all available resources
  • Coordinate calls, meetings and communications between management and clients
  • Maintain client reporting database
  • Ensure timely completion of customer support services by assisting with ticketing system management
  • Assist the Director of Operations and CEO with administrative projects and other office responsibilities
  • Assist with contract renewals for existing clients

Skills/experience required:

  • Bachelor’s degree and/or 2+ years of experience in an office environment
  • Experience in a customer service role
  • Strong interpersonal and relationship-building skills, conducive to team development
  • Strong work ethic and desire to learn new skills
  • Must be proficient in MS Word, Excel, PowerPoint and other MS Office applications
  • Ability to multitask, work independently and meet tight deadlines
  • Attention to detail and thorough diligence in completing assignments

Skills desired:

  • Experience with Autotask PSA platform
  • Experience with EchoSign or other e-signature vendors
  • Experience with BrightGauge reporting software
  • Knowledge about cloud computing and technology industry
  • Ability to track service trends and analyze report data

Other requirements:

  • Strong written and verbal communication skills
  • Mature self-starter, capable of being self-directed and direct others
  • Works well in a team or independently
  • People-oriented, customer focused
  • Professional in appearance, demeanor and delivery
  • U.S. Citizenship or Permanent Resident status required for employment
  • Travel requirement up to 25% for local clients. Reliable transportation required

 Qualified candidates should send their resume to careers@cetrom.net.