Overview

This role is located in the corporate headquarters in Indianapolis, IN.  Relocation assistance is not provided.

We need results-driven people who can make significant impact in a fast-growing company full of opportunity and promise. Consider the strength of a growing employer, one that will value your contributions.   We are looking for a highly dynamic individual with extensive customer care experience who thrives in a challenging, fast-paced environment. Do you have what it takes to become the next member of our team? 

Your Role

The Relationship Manager owns the customer relationship and is responsible for customer satisfaction. The RM acts as the main point of customer contact from the initial sale onward.  The RM is an integral part of the Relationship Management Team, ensuring superior levels of customer satisfaction, high customer retention, and solid and numerous references.

Essential Duties and Responsibilities

  • Owns the goals and objectives, and therefore the success, of the customer.
  • Oversees the implementation of new customers, working with project management and website development to ensure high user adoption.
  • Resolves customer issues and answers customer questions.
  • Proactively communicates with customers to ensure progress against objectives and to keep customers notified of changes.
  • Analyzes customer usage and success, utilizing data and reports.
  • Recommends best practices  to meet objectives.
  • Connects similar customers together to increase communication and satisfaction.
  • Manages all customer agreements.
  • Project-manages resources required to meet customer needs, and project-manages the implementation of some modules and additional services.
  • Ensures customer accounts are current.
  • Ensures high customer retention and manages customer references.
  • Effectively documents activity related to customer management.

Desired Skills & Experience

Education and Work Experience

  • Undergraduate degree or relevant work experience.
  • Minimum 2 years of support, account management, consulting, or similar experience.

Required Knowledge and Skills

  • Consultation skills with customers on business objectives and best practices
  • Strong problem-solving methodologies, analytical focus on root cause
  • Proven client care skills to maintain and enhance client relationships
  • Intellectual curiosity
  • Extremely detail oriented
  • Strong technical aptitude and the ability to learn and adapt to new technologies
  • Strong documentation skills
  • Competency with the Microsoft Office suite of applications
  • High level of initiative and works well in a team environment
  • Excellent written and oral communication skills
  • Handles stressful situations and deadline pressures well
  • Plans and carries out responsibilities with minimal direction.

Additional Helpful Knowledge and Skills (Not Required)

  • Work experience with chambers of commerce or associations
  • Knowledge of Microsoft SQL
  • Knowledge of HTML and CSS
  • Knowledge of Crystal Reports
  • Microsoft Certified Professional
  • Knowledge of Internet technologies such as FTP and DNS.

Work Environment and Physical Demands

  • General office environment
  • High energy, hard work
  • Some stress as a vital member of a growing company

Reporting Structure

  • This role operates under moderate supervision and reports directly to the Director of Customer Experience.

WebLink began in 1996 when our President and Founder DJ Muller realized that chambers of commerce and business associations were not taking advantage of the tremendous opportunity that the internet and websites gave them. WebLink's initial services included interactive business directories, real-time event calendars and website design and hosting services to help these organizations establish and build their brand on the web. Learn More.

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