Client Relations Specialist

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Position Summary:

Florida Atlantic University is seeking a Client Relations Specialist - Boca Raton, FL.

The Client Relations Specialist will play a critical role in managing client outreach, maintaining CRM compliance, distributing client surveys, collecting impact data, and supporting marketing efforts on special projects. This role requires strong communication, data management, and organizational skills to support the organization’s mission and operational standards.

Summary of Responsibilities:

Data Management & Impact Collection:

• Collect, analyze, and report on client feedback, success stories, and key performance indicators (KPIs) every quarter to demonstrate program effectiveness.

• Generate quarterly and annual reports summarizing campaign results and impact metrics.

• Collaborate with consultants and stakeholders to refine campaign messaging and improve reporting processes.

Marketing for Special Projects:

• Assist in the development and execution of marketing strategies for TechSeries and TradeSeries events, including promotional campaigns and email outreach.

• Coordinate logistics for workshops and webinars on Salesforce Blackthorn to ensure seamless execution.

• Maintain and update event registration platforms, ensuring accurate attendee tracking and follow-ups.

• Conduct post-event surveys to gather feedback and assess program impact, incorporating insights into future planning.

Client Outreach and Management:

• Handle incoming phone calls and respond to client inquiries.

• Document and manage voicemails in phone logs.

• Address client concerns and questions via email or call, providing information about SBDC and APEX services.

• Distribute Electronic Request for Consultations (ERFCs) via Salesforce CRM.

• Assist in coordinating client meetings and consultations.

Operations Compliance:

• Maintain accurate and up-to-date client records in the CRM system.

• Manage travel reimbursements, ensuring adherence to organizational policies.

• Assist in implementing compliance procedures and administrative tasks.

Survey Creation and Distribution:

• Design, distribute, and monitor client surveys (e.g., initial session, annual, and impact) using email platforms and Blackthorn.

• Conduct proactive outreach to improve survey participation and response rates.

• Develop customized survey templates tailored to different service lines (e.g., government contracting, marketing, access to capital) to gather more specific client feedback.

• Input and manage survey responses in Salesforce to track client outcomes and program impact.

• Collaborate with the marketing and outreach teams to integrate client feedback surveys into the overall client engagement strategy.

Customer Service Team Lead:

• Supervise and guide interns through the client intake process, ensuring timely and efficient service delivery.

• Provide ongoing training and guidance in administrative processes and special projects.

• Monitor performance and ensure alignment with organizational standards and goals.

Additional Responsibilities:

• Develop SBDC and APEX work plans for core services: government contracting, marketing, access to capital, etc.

• Collaborate with team members to support client management and outreach efforts.

• Participate in team meetings and contribute to improving client intake processes.

• Provide administrative support for special projects as needed.

• Perform other job-related duties as assigned.

FAU Benefits and Perks 

If Benefits & Perks are important to you, then FAU is the place to be! Working at FAU has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, FAU offers: 

• Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Empl