Assoc Professional, Client Account Services

Location: City of Rochester

Responsible for growing and strengthening client relationships generally initiated by a Cotality Sales Representative/Product Specialist. Provide a full range of customer service by delivering contracted account services to meet established and specific long-term strategic objectives.  This position is primarily support oriented. .  As the primary interface with the client, represents the company in a professional manner and develops a comprehensive account plan to identify key opportunities and to anticipate and respond to clients’ needs.  

This includes partnering with Product Specialists/relevant team members to provide products and services to meet obligations, orchestrating client appreciation, measuring and reporting performance adherence and client satisfaction pertaining to the assigned business unit/product company(s).  Depending on business unit and product, may also do some product selling, responding to client requests.  Product training and technical support will also be part of the core job duties.
** Job Duties
**** Growing and strengthening client relationships includes**:
* Acting as primary contact for assigned clients with respect to product company performance and operational processes
* Acting as a first level escalation resource to clients
* Conducting routine status meeting with clients to solicit voice of client regarding product/ company performance, industry trends and new product requirements
* Partnering with Product Specialists/relevant team members to expand and broaden relationships across the business unit
** Reporting, trending, and analysis includes:
*** Providing client level reporting, monitoring and analyzing client trending and SLA adherence, providing information to management
* Performing trend analysis of issues and market conditions recommending changes to product, policy and/or processes
** Client maintenance includes:
*** Coordinating client on-boarding for new clients in the appropriate systems
* Answering questions, following up on and resolving billing issues
** Project coordination/management includes:
*** Making independent decisions and coordinating activities to resolve significant client issues
* Triaging issues and engaging appropriate support within business unit resources to resolve
* Managing client specific projects to ensure successful and timely completion according to client expectations
* Gathering client requirements and submitting all technical and operational project requests necessary to support client initiatives
** Training and technical support includes:
*** Training clients on product capabilities, product demonstrations, changes, system enhancements, etc. via direct training sessions, phone contact, or web-ex.
* Performing maintenance of clients in relevant systems, including the addition of new products, services or pricing
* Working directly with clients to resolve technical issues
* HS Diploma or equivalent required; some college preferred.
* Typically requires 2-4 years of directly related experience.
* Proficient in using Excel, Word, Outlook
* Ability to interact effectively at multiple levels within the organization
* Team player, with team leadership skills
* Solid prioritization and project management skills
* Ability to balance strategic thinking with tactical implementation
* Proven creative problem-solving capabilities
* Strong analytical framework for creating logical recommendations
* Excellent written and verbal communication skills
* Strong evidence of initiative and follow-through

Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. Please navigate to "location" and filter on desired country under the "locations". ex:
United States, Canada, United Kingdom, India# We have some exciting news to share with you, Core Logic will now be called Cotality! Our new brand reflects our commitment to delivering innovative solutions and building deep relationships.

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