Client Account Specialist Tier II

Salary Range: $52,000.00 To $60,000.00 Annually

Are you a proactive, detail-driven professional who thrives in a fast-paced environment and enjoys building strong client relationships? At Paradigm, we help colleges and universities issue and protect academic credentials through trusted paper and digital solutions that support registrar teams and improve the student and graduate experience.

We are seeking an energetic and self-motivated individual who is passionate about delivering exceptional client service. In this role, you’ll play a critical part in the day-to-day operations of our client-facing team, working closely with colleagues across departments, including direct collaboration with the Executive and C-Suite leadership, to ensure seamless support and outstanding service for our college and university partners.

• Serve as the primary point of contact for assigned clients, managing all routine communications and service needs.
• Maintain a deep understanding of assigned clients' objectives, academic calendars, and operational requirements.
• Own and manage a full book of business, ensuring timely and accurate execution.
• Conduct client calibration calls with each assigned client at a minimum of once per year to align on expectations, review service performance, and identify upcoming needs.
• Resolve higher level client and order issues using sound judgment and independent decision making.
• Maintain accurate client and contract records in the CRM system.

• Track, manage, and execute renewal life cycles for assigned clients.
• Contribute to renewal forecasting and pipeline accuracy.
• Identify retention risks early and elevate as needed.

• Manage assigned onboarding projects for new clients under Director oversight.
• Execute existing client artwork updates and product change onboarding.
• Manage product add on onboarding for current clients adopting new offerings.
• Maintain accurate onboarding status reporting and project tracking.
• Contribute to the development and refinement of onboarding playbooks and process documentation.
• Coordinate cross departmentally to ensure onboarding milestones are met on schedule.

• Identify and support upsell opportunities by recognizing when clients may benefit from additional products, services, or enhancements.
• Document expansion opportunities in the CRM and coordinate with leadership on follow through.

• Proactively identify satisfied clients and obtain client testimonials to support marketing, sales, and brand reputation efforts.
• Coordinate with marketing and leadership on testimonial collection, formatting, and approval.
• Maintain a working list of advocate clients available for reference calls, case studies, and strategic introductions.

• Provide guidance and informal mentorship to Tier I Client Account Specialists.
• Contribute to process improvement initiatives within the Client Relations function.
• Perform additional duties as assigned.

• 3+ years’ account management or client relations experience required.
• Experience with renewals, contracts, or service agreements preferred.
• Strong organizational, analytical, and communication skills.
• Dedication to hospitality and client satisfaction.
• Experience in Microsoft Dynamics 365 CRM (Client Record Management) or similar CRM software.
• Reliable transportation for timely work attendance.
• Physically able to push/pull/lift/carry supplies and various works in progress of at least 10-15 pounds.
• Ability or demonstrable proficiency with Microsoft Office programs (Outlook, Word, and Excel) as needed for completion of daily tasks, internal communication, and/or reporting.
• Superior problem-solving capabilities to effectively resolve various client/student problems and situations.
• Strong communication and interpersonal skills, both verbally or written, in a professional and grammatically correct manner where needed or when required with clients, service providers, and/or fellow employees.
• Critical thinking and information systems oriented.
• Interest in technology and in keeping current with software innovations…