The Client Liaison Manager manages the Client Liaison team and oversees the day-to-day client relationship.  The Client Liaison Manager oversees the ongoing relationship with existing customers.   Pro-active outreach and consistent follow-up with key leaders, including Branch Presidents, Community Managers and Board Members, is essential to establish thriving relationships with clients that generate new business referrals and high client retention rates.  A successful Client Liaison Manager is personable, outgoing, well-organized and enjoys establishing and maintaining healthy relationships.  They will support the sales team to on-board new business and meet growth projections by increasing client retention, and generating new referrals.

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REQUIRED KNOWLEDGE AND EXPERIENCE

 

Education

Bachelor’s Degree desired.

 

Experience

3 or more years in a Community Association Industry

3 or more years in a supervisory role with direct reports

 

Skills

Strong communication skills (verbal, written, and interpersonal) 

Strong organizational skills

Ability to complete projects with little or no supervision

Strong leadership skills

Strong work ethic

 

Physical Requirements

Limited Travel may be required

May have to both sit and stand for long periods of time

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PRIMARY TASKS AND RESPONSIBILITIES

 

• Manage Client Liaison team
• Resolve all client requests within a 24-hour timeframe
• Manage client reporting and proactive communications
• Manage relationship with client operations team
• Manage on-boarding of new clients
• Manage business development support efforts
• Availability to customers as needed, including after business hours
• Maintain portions of record-keeping software (CRM)
• Attend trade shows and networking events as needed

 

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BEHAVIORAL TRAITS, ATTITUDES, AND SKILLS

 

To succeed in this role, the ideal candidate will be results-oriented with a drive to develop deep client relationships, support sales efforts, improve process efficiencies and enhance the digital footprint of Equity Experts as the leader in Community Association collections.   The Client Liaison Manager must be persistent at times and maintain a high professional standard.  This position requires integrity and the ability to remain calm under sometimes stressful and demanding circumstances.  The Client Liaison Manager will oversee the Client Liaison team to ensure excellent customer support and help Liaisons generate growth through those positive experiences.  Developing scalable systems and strong teams will be essential for the Client Liaison Manager as they delegate responsibilities and manage these various functions throughout the anticipated growth of Equity Experts.

 

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Success Measurements

 

The following are the key measurables that will be managed by this position and evaluated by the executive team:

 

• Client retention:
  • 95% year-over-year within existing management relationships
  • Active clients sending new placements within 12-month timeframe
  • Obtain board member contact information
  • Maintain relationship with board members and property mgmt. team

 

• Client Satisfaction
  • Handle escalated and technical client concerns/inquiries
  • Monitor accuracy and issuance of client reports
  • Engage with Board Members and Community managers via phone and video chat
  • Point of contact for client operations team
  • Coordinates interdepartmental questions and day-to-day processes
  • Management of Client Liaison team to meet EE client response commitments and satisfaction standards

 

• Support Sales and growth targets which include:
  • Maintain 75% of clients after a change in management
  • Timely on-boarding of new clients
  • Quarterly file commitments from current partners
  • Organic growth of new contracts within existing client relationships
  • Digital growth through online registrations and submissions

 

• Support Reputation management which includes:
  • Move BBB rating to “B” or better
  • Public Relations efforts to enhance the reputation of EE
  • Promotion of RelEEf charitable efforts