Client Account Specialist Tier II

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. 

Duties and Accountabilities

Account Management

• 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.

Renewal and Retention

• Track, manage, and execute renewal lifecycles for assigned clients.
• Contribute to renewal forecasting and pipeline accuracy.
• Identify retention risks early and escalate appropriately.

Onboarding Execution

• 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.

Upsell and Expansion Support

• 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.

Client Advocacy and Testimonials

• 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.

Team Contribution

• 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.

Requirements

• 3+ years’ account management or client relations experience required.
• Experience with renewals, contracts, or service agreements preferred.
• Demonstrated excellence in client-facing verbal and written communication, with the ability to professionally lead conversations, present information, articulate complex issues, and communicate effectively with stakeholders at all levels. 
• Strong organizational, analytical, and communication skills.
• Dedication to hospitality and client satisfaction.
• Associate degree or bachelor’s degree preferred.
• 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.

General Expectations

• 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. 
• Exceptional client-facing verbal and written skills, including the ability to communicate clearly, professionally, and confidently. Must be able to articulate information effectively, lead client conversations and presentations, explain complex or sensitive matters in an understandable manner, and navigate challenging client situations with professionalism, diplomacy, and sound judgment. Verbal communication must be sufficiently clear and understandable to support effective client communications by phone and video conference.
• Critical thinking and information systems oriented. 
• Interest in technology and in keeping current with software innovations and future industry trends.
• Ability to quickly learn and serve as the department liaison on all information systems applications and knowledge bases as needed for the timely completion of daily tasks.
• Ability to read, process, and follow written directions and procedures.
• Ability to begin, continue, or find work without needing to be told or encouraged to do so.
• Ability to maintain focus and concentration for long periods of time on computer- (seated) tasks.
• Ability to maintain routine and predictability in dynamic and open office environment.
• Ability to prioritize, accomplish goals within set timeframes, and maintain required metrics as per job specifications.
• Ability to work in concert with a team or independently, with or without direct supervision/guidance as needed.
• Ability to self-manage and multi-task while making fact-based or historically valid and justifiable decisions.
• Ability to assist, support, or work in close and harmonious relationships with all inter- and intra-departmental personnel as needed or requested.
• Good vision, with or without corrective lenses, to sustain adequate visual focus over a period of time.
• Ability to consistently comply with established procedures, rules, and regulations.

Compensation and Benefits

• Competitive hourly wage with opportunities for advancement.
• Medical, dental and vision insurance based upon length of service qualifications.
• Retirement plan with company matching based upon length of service qualifications.
• Paid sick- and annual-leave based upon length of service qualifications. 
• Partial paid holidays based upon length of service qualifications.

Additional Information and Signature

For over 35 years, Paradigm, Inc. has proven to be a unique, successful, and dynamic company with a reputation of being the best in our industry. A positive attitude, proven work ethic and a desire to learn and surpass expectations are what you will find in our current employees. We seek hard workers with dependable transportation who possess the same ambition, attitude, integrity, desire, and required skills to join our team.