Client Relations Specialist

TNG is a national multidisciplinary risk management consulting firm that serves thousands of colleges, university, and school organizations and is one of the largest education-specific consulting practices in the country. We focus on risk management solutions, behavioral intervention, threat assessment, Title IX compliance, external investigations, expert services—including expert witness testimony—and the development of custom solutions.

TNG also manages two industry-leading professional associations:
The Association of Title IX Administrators (“ATIXA”) and The National Association for Behavioral Intervention and Threat Assessment (“NABITA”).

Title: Client Relations Specialist

Reports to: Senior Client Relations Manager

Direct Reports: N/A

Department: Business Operations

Job Type & Hours: Full time

Classification: Exempt

Work Location: Remote

Travel: Travel will be required for our Annual Conference only

________________________________________________________________________

Position Summary:

The Client Relations Specialist will partner with our Business Development team and other internal departments to provide an optimal client experience at all touch points. This role is responsible for ensuring an exceptional client experience throughout the life of each engagement by maintaining regular communication, managing contract utilization, coordinating service delivery, and serving as the client's trusted point of contact. The individual we seek must be at ease working in a fast-paced environment.

They should be detail-oriented, responsive, and comfortable taking initiative to ask questions.

Working closely with Business Development, Consulting Operations, Scheduling, and Consulting leadership, the Client Relations Specialist helps clients maximize the value of their agreements while proactively identifying opportunities, addressing concerns, and supporting long-term client retention.

Responsibilities:

• Serve as the primary point of contact for assigned client accounts following contract execution.
• Conduct regular client check-ins to ensure satisfaction, discuss upcoming needs, and strengthen relationships.
• Coordinate scheduling of consulting engagements, trainings, and contracted services with internal departments.
• Ensure client requests are communicated accurately and completed in a timely manner.
• Recommend process improvements that enhance the overall client experience.
• Coordinate renewal planning with Business Development well in advance of contract expiration.
• Assess current client service programs and make suggestions to further streamline.
• Proactively communicate with clients regarding available services and upcoming utilization opportunities.
• Develop and maintain a thorough understanding of clients’ needs.
• Track client usage of available services, work with client to schedule services so they are being utilized.
• Maintain knowledge of TNG services; promote available products and services on a regular basis.
• Identify opportunities for additional support and collaborate with Business Development when appropriate.
• Other duties as assigned.

Required Education, Skills, & Experience:

Required

• At least three years of professional experience in account management, client support, or related field.
• Associate degree and/or progress towards a Bachelor’s degree.
• Confident, proficient user of MS Office Suite (including Excel/Word/PowerPoint) and Zoom.
• Adept at rapidly learning new software systems.
• Outstanding verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport and trust with executive-level clients.
• Excellent organizational and project management skills with exceptional attention to detail.

Preferred

• Completion of a Bachelor’s degree.
• Experience with Sugar CRM.
• This position is primarily spent in a professional remote office setting, using standard office equipment such as computers, phones, etc.
• This position is required to work occasional nights and weekends to meet company demands.
• This position will be in a remote setting, which requires reliable internet access and virtual collaboration tools.

Physical Demands

While performing the duties of this job, the employee will…