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Client Services Associate

Client Services | Silver Spring, MD | Full Time

Job Description

Position:Client Services Associate 

 

Reports to:Portfolio Lead, Client Services 

Description:The Client Services Associate (CSA) is responsible for providing administrative and project support to an assigned portfolio of client accounts.  This role enables the company to provide consistent and quality customer service across a variety of complex engagments.  The Client Services Associate is a key member of the client delivery team and works across a range of functions to include project management, learning and innovation and support of client delivery activities. 

Responsibilities 

Project Support (85%) 

  • Translate knowledge of project scope into documents for project support and implementation 

  • Exercise and apply business judgment in task execution and management escalation 

  • Schedule project/phase kick-off meetings to communicate individual roles and project expectations  

  • Work with the Portfolio Lead to analyze and report data and communicate results.  

  • Coordinate schedule of activities related to different projects.   

  • Conduct market/client research for account planning  

  • Organize meetings with internal and external team members. 

  • Support development and maintenance of project plans, schedules, and project control tools 

  • Create/review external consultant Statements of Work (SOWs) in partnership with Contracts Manager 

  • Ensure external consultants are current on paperwork and invoicing 

  • Provide customer service and administrative support for online products, services and surveys 

  • Coordinate fulfillment (shipment & Inventory) of materials required for client projects. 

 

Quality Control and Knowledge Management (15%) 

  • Ensure data accuracy in Salesforce and sharepoint databases 

  • Manage client service documents and storage 

  • Conduct customer satisfaction activities (survey, feedback) 

 

Qualifications 

  • 1 – 3 years of administrative or project management experience in a fast moving environment 

  • Ability to bring projects to completion independently 

  • Excellent attention to detail and proficiency in the use of Microsoft365 and Microsoft Suite programs: Word, Excel, and PowerPoint 

  • Excellent written and verbal communication skills  

  • Flexible and adaptable mindset 

  • Passion for our work and mission 

  • Customer service orientation 

 

This description reflects the organization’s assignment of current essential functions, and thus it does not restrict tasks that may be assigned by the Manager.  Additionally, nothing in this job description restricts the company’s right to assign or reassign duties and responsibilities to this job to meet the changing needs of the business. Any questions regarding current roles and responsibilities should be directed to your Manager, and if necessary escalated to HR for clarification.