Assoc Professional, Client Account Services

Cotality • Rochester, NY

52d

About The Position

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. Job Description: Job Description Responsible for growing and strengthening client relationships generally initiated by a Cotality Sales Representative/Product Specialist. Provide a full range of customer service by delivering contracted account services to meet established and specific long-term strategic objectives. This position is primarily support oriented. . As the primary interface with the client, represents the company in a professional manner and develops a comprehensive account plan to identify key opportunities and to anticipate and respond to clients’ needs. This includes partnering with Product Specialists/relevant team members to provide products and services to meet obligations, orchestrating client appreciation, measuring and reporting performance adherence and client satisfaction pertaining to the assigned business unit/product company(s). Depending on business unit and product, may also do some product selling, responding to client requests. Product training and technical support will also be part of the core job duties.

Requirements

• HS Diploma or equivalent required; some college preferred.
• Typically requires 2-4 years of directly related experience.
• Proficient in using Excel, Word, Outlook
• Ability to interact effectively at multiple levels within the organization
• Team player, with team leadership skills
• Solid prioritization and project management skills
• Ability to balance strategic thinking with tactical implementation
• Proven creative problem-solving capabilities
• Strong analytical framework for creating logical recommendations
• Excellent written and verbal communication skills
• Strong evidence of initiative and follow-through
• Proficiency in department/business unit/product systems preferred

Responsibilities

• Acting as primary contact for assigned clients with respect to product company performance and operational processes
• Acting as a first level escalation resource to clients
• Conducting routine status meeting with clients to solicit voice of client regarding product/ company performance, industry trends and new product requirements
• Partnering with Product Specialists/relevant team members to expand and broaden relationships across the business unit
• Providing client level reporting, monitoring and analyzing client trending and SLA adherence, providing information to management
• Performing trend analysis of issues and market conditions recommending changes to product, policy and/or processes
• Coordinating client on-boarding for new clients in the appropriate systems
• Answering questions, following up on and resolving billing issues
• Making independent decisions and coordinating activities to resolve significant client issues
• Triaging issues and engaging appropriate support within business unit resources to resolve
• Managing client specific projects to ensure successful and timely completion according to client expectations
• Gathering client requirements and submitting all technical and operational project requests necessary to support client initiatives
• Training clients on product capabilities, product demonstrations, changes, system enhancements, etc. via direct training sessions, phone contact, or web-ex.
• Performing maintenance of clients in relevant systems, including the addition of new products, services or pricing
• Working directly with clients to resolve technical issues

Benefits

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED