Title: Client Relations Analyst

Category: Full-Time

Status: Salary, Exempt

Reports to: SVP of Business Development

Start Date: Pay Rate

ASAP: $75k - $115k, DOE

Position Summary

TCWGlobal has been named "Best Place to Work" by the San Diego Tribune 11 times. Why? Because we create an environment where excellence meets enjoyment, and purpose meets growth.

We offer perks that make work life better—a beautiful campus with flexible workspaces, a full onsite gym with lounges, massage rooms, an onsite restaurant, plus chef-prepared meals. In addition, your passion for making a difference matters here. We'll match your charitable gifts up to $5,000 and give you 16 paid hours to volunteer for causes close to your heart. We believe that when we help our community thrive, we all grow stronger.

We are a team of experienced HR professionals offering payrolling, staffing, pre-screening, international services, and overall HR-related solutions for our clients’ contingent workforces. Our dedication to customer service and focus on utilizing technology for streamlining processes is our core philosophy.

If you're ready to join a team of unstoppable go-getters, a company culture that encourages growth and connectedness, and an organization that truly cares about its employees and the world, then TCWGlobal is the place for you!

The Client Relations Analyst (CRA) owns the post-sales and implementation experience and works directly with our clients to understand their business requirements and partner with our internal teams to address their needs and ensure long term customer value. 

The Client Relations Analyst works with the Sales rep and Implementation team to ensure delivery of services discussed during the sales cycle. The CRA will continually gauge account volume and complexity and relay to the Director of Client Relations and Global Operations leadership. The Client Relations Analyst will provide ongoing client support, make site visits, as needed, and oversee special projects within his/her portfolio, as well as supporting companywide projects, based on needed expertise. The Client Relations Analyst will team with a Global Account Manager to deliver amazing customer support to clientele.

The Client Relations Analyst is held to a higher customer service standard and level of professionalism as the face of TCWGlobal to the client, and is highly accountable for account retention, upselling services, and seeking business referrals from clients to expand our company’s footprint.

The Client Relations Analyst will be encouraged to specialize in all areas of expertise such as 1099’s, Contract Negotiations, International, Staffing, VMS, etc. These specialty areas will equip the Client Relations Analysts to be more proficient in handling their own portfolio challenges and others’, as special projects arise. 

Key Responsibilities

• Serve as a primary contact for client to manage relationship
• Consistently follow up with clients to ensure expectations are exceeded
• Analyze profitability to determine when business review is needed, and other services can be offered
• Lead contract extension and renewal process
• Leads client onboarding
• Maintain knowledge of industry trends and competitor offerings
• Contribute ideas for new product and service development, marketing, and communication initiatives and operations improvement
• Lead resolution of adoption, business, and relationship issues as they arise. Proactively problem solve, escalate issues where appropriate, act as a client advocate
• Updates client on any changes to federal or state laws/mandates that will affect client
• Oversee special projects based on client needs and specialty areas
• Strive to become highly proficient in targeted areas of the business that will provide greatly needed expertise
• Interfaces with internal teams to ensure good communication and maximize customer service
• Identifies obstacles in sales and service to advocate for change internally
• Face-to-face contact with clients to develop relationships and solicit business referrals
• The CR Analyst will also communicate with the appropriate internal and external stakeholders as needed
• Ability to be stand alone in client and internal senior executive settings with clear oral and written communication skills
• Light travel to various client companies

Qualifications & Skills

• 3+ years of sales and/or customer service experience
• Human Resources background desired
• Must work well with collaborative team atmosphere as well as other departments
• Ability to quickly adapt to potential change
• Willingness to be flexible in a dynamic environment
• Experience in overseeing projects from beginning to completion
• Strong problem resolution skills
• Ability to multitask and organize calendar to manage portfolio
• Desire to learn and build knowledge base in the Human Resource industry
• Self-starter who requires minimal supervision

Salary & Benefits

This position offers full-time benefits, including a comprehensive benefits package. Salary will be commensurate with education and experience.

Additional compensation may be earned by exceeding sales and service goals.

Application Information

Visit https://www.tcwglobal.com/join-the-family to learn more about our amazing team!

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief or sexual orientation.

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