High performers deserve a high-performance culture and a state-of-the-art headquarters. First American is proud to offer its colleagues outstanding compensation & benefits, including 401(k) match, a free on-site gym, paid parental leave, subsidized childcare, and a flexible hybrid schedule, among many others.
Overview:
The Client Solutions Specialist (CSS) plays a critical role in maintaining strong, long-term relationships with clients by serving as the primary point of contact for day-to-day concerns. This individual will work cross-functionally with multiple departments, ensuring that client needs are met by coordinating solutions, resolving issues, and driving the continued growth of accounts. The CSS will act as the bridge between the client and the internal teams, facilitating communication and action on requests in a timely and efficient manner.
Key Responsibilities:
Client Relationship Management:
- Serve as the primary point of contact for clients, managing day-to-day communications and ensuring that all concerns are addressed promptly.
- Build strong relationships with clients, understanding their needs, pain points, and goals.
Issue Resolution & Cross-Functional Collaboration:
- Act as a liaison between clients and internal teams (sales, support, product, operations, etc.), ensuring that client requests and issues are handled quickly and effectively.
- Collaborate with various departments to ensure the timely delivery of solutions that meet client expectations.
- Drive issue resolution in a manner that maintains a positive client relationship, escalating when necessary to senior leadership or specific departments.
Project Management:
- Take ownership of client-related projects, managing timelines, resources, and expectations to ensure successful delivery.
- Act as the "project manager" for clients, coordinating efforts between internal stakeholders to ensure smooth execution of client requests, changes, or enhancements.
- Provide regular updates to clients on the status of ongoing projects, ensuring they are kept informed and confident in the process.
Sales & Growth Mindset:
- Maintain a growth-oriented mindset, identifying upsell and cross-sell opportunities.
- Partner with sales to renew and expand accounts based on client needs and feedback.
- Educate clients on relevant products and services that support their goals.
Reporting & Insights:
- Keep detailed records of client interactions to ensure team alignment.
- Provide actionable insights based on client feedback and behavior trends.
Skills & Qualifications:
- Experience in a customer-facing role, with a strong background in client success or project management.
- Strong problem-solving skills with the ability to think critically and develop creative solutions.
- Excellent communication skills, both written and verbal, with the ability to effectively convey information to clients and internal teams.
- Ability to manage multiple priorities in a fast-paced environment.
- Sales-oriented with experience identifying opportunities for growth and expansion within accounts.
- Strong interpersonal skills with the ability to build rapport and trust with clients and colleagues alike.
Compensation:
Salary range of $66,000 - $72,000We are hiring a limited number of professionals with a can-do attitude, who enjoy camaraderie, believe in excellence, and have an action orientation. If you value being part of a highly empowered team and enjoy an environment that rewards innovation, hard work, and excellence—we would love to talk to you.
