Client Relationship Specialist - GPSG

Overview

Great America Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, principle-centered business philosophy and team-based operating approach are key to our success and growth. We are looking for a key member of our Portfolio Services Group. The Client Relationship Specialist (CRS) is an integral component of the GPSG team, responsible for maintaining and enhancing the relationship between GPSG and key external clients, ensuring the growth and success of existing client relationships and the effective onboarding of new client relationships originated by sales.

This is a true hybrid position requiring external client relationship ability as well as strong internal communication and coordination skills. The CRS will work closely with GPSG clients to understand their unique needs and day-to-day operational issues, own follow-up and work with the GPSG internal operational team to ensure a good outcome for the client.

• Existing Client Relationships – Develop and maintain loyalty over the long-term with key clients by gaining a deep understanding of the client’s business and encouraging joint projects that are strategically important to the client.
• Champion client requests and issues, ensuring efficient and effective solutions.
• Manage GPSG internal Standard Operating Procedures (SOP) for each client.
• Work with the GPSG operations team to ensure all client interactions are well documented.
• Prepare communication plans to keep clients up to date with developments in the Company.
• As necessary, arrange meetings and lead presentations with clients to review status of relationships.
• Facilitate scheduled calls/meetings with clients to ensure servicing standards and expectations are met.

• New Client Relationship Onboarding – Assist with onboarding processes for new client relationships.
• Create and update a clearly documented onboarding plan.
• Refine onboarding processes to develop long-term scalable solutions for onboarding new clients.
• Work with the GPSG operations team to ensure all onboarding steps are well documented within SOPs.
• Facilitate scheduled calls/meetings with clients to ensure onboarding is on schedule and meets needs.

• Internal Communication and Coordination with GPSG Operations Team – Use the internal GPSG client request portal to track and document all client issues and requests.
• Coordinate with GPSG operations teams to ensure key accounts receive appropriate levels of service.
• Work with GPSG operations team to establish policies and standards of service for each department and monitor performance.
• Provide updates to internal teams with important client news and regular updates during Hudl meetings.

• Self-directed with strong communication, analytical and problem-solving skills.
• Relationship Management – Own and be the single point of contact for key client relationships; build and manage strategic relationships within clients’ organizations.
• Industry awareness to inform internal operations and client relationships.
• Communication – Develop strong lines of communication with all levels at key GPSG clients; regularly communicate strategic direction and status of outstanding requests/projects to Business Unit and Functional Leadership.
• Coordination – Externally coordinate client requests; internally interface with various departments and functional teams; work with the GPSG operations team to ensure projects are developed.
• Experience with project development in collaboration with the GPSG operations team.

• Education – Working towards a bachelor’s degree or equivalent.
• Experience – Entry-level or 1–2 years in a client relationship assistance role.
• Computer Skills – Advanced knowledge of the Microsoft Office Suite; familiarity with Great America internal systems and client-utilized systems (e.g., front-end platforms).

• Exceptional organizational, analytical and follow-through skills; excellent verbal and written communication skills.
• Role may include periodic large project-oriented demands with tight deadlines…