Client Services Associate

eCivis™, a unique market-leader working with local governments across the United States, is looking for intelligent, motivated, customer-oriented individual(s) to join our Client Services team. eCivis™ is a smart, high-growth software and services company that offers employees responsibility and opportunity. Learn more about us at www.ecivis.com.

Department Goal:
To assess, support, and propel Clients’ grants performance, resulting in increased value to both Company and Client.

Title:
Client Services Associate

Reports to:
Client Services Manager

Role:
eCivis’ Client Services Associates (CSA) are the primary contact and liaison between eCivis and its clients. The role of the Client Services Associates is to effectively manage and maintain healthy business relationships with an assigned group of eCivis’ clients. The CSA is responsible for new client implementation and training, and for retaining and growing business through the provision of proactive, consultative, quality client service using a standardized system of support (eCivis’ Client Health Process).

Primary Responsibilities:
Establish rapport with clients’ decision makers to develop, maintain, and strengthen client relationships by following eCivis’ Client Health Process (CHP) methodology with the goal of maximizing company revenue as measured by renewal rates and contract value.

Secondary Responsibilities:

• Meet or exceed individual and company retention and renewal goals
• Negotiate and complete renewal contracts with existing clients
• Effectively manage a diverse portfolio of clients
• Perform proactive, consultative, high-touch coaching-oriented client interactions
• Identify and develop up selling opportunities for clients managed
• Profile client account portfolio by size (revenue with eCivis), potential growth, satisfaction and keep lists/funnel current
• Drive product implementations by guiding clients through new user set up and development of project goals and timelines
• Create and implement strategies and programs to improve customer adoption of and satisfaction with eCivis’ products and services 
• Achieve the established metrics and quality monitoring goals set forth by management
• Conduct web-based training, when necessary 
• Train clients off-site on usage of eCivis’ software application as needed
• Other duties as assigned

Required Skills:

• Former client support and/or inside sales training
• 3–5 years of experience in client services, inside sales, public policy, training, or public sector sales/support.
• Eager and able to motivate client activity, both over the phone and in person
• Excellent verbal and written communication skills
• Diligent, with the ability and drive to take ownership of projects
• Proficient with Microsoft Office, GoldMine experience is a plus
• Professional, accountable, and truthful with the sense of purpose
• Finding, writing, acquiring, and/or managing grants
• Ability to work at fast pace, high-growth company
• Bachelor’s degree or higher is a plus

We make a difference to our clients, and you can too. If you meet these qualifications and would like to be considered, please submit a resume and cover letter including salary requirements via e-mail to jobs@ecivis.com, referencing “Client Services Associate” in the subject line. Alternately, fax to 626-578-6632. Please no phone calls or postal mail. Only candidates living in the Los Angeles metropolitan region who are able to work onsite in Pasadena, CA should apply.

eCivis, Inc. is an equal opportunity employer. This position is for full-time employment in Pasadena, CA.