Client Relationship Specialist

NORC at the University of Chicago is a not-for-profit, objective, academic research organization.

NORC at the University of Chicago is hiring a Client Relationship Specialist for the Commercial Real Estate Economics division of its Business Ventures & Innovation Department. The position may be located anywhere in the U.S., but there is a preference for proximity to NORC office locations such as Boston, MA, Chicago, IL and Bethesda, MD.

The position is a new and challenging role that requires exceptional customer centricity, an ability to persuade, organizational skills and a willingness to learn. Knowledge of the commercial real estate research landscape is a huge plus. Significant travel will be required. As a Client Relationship Representative, your role will include demos of our new software as a service to prospects and signing up contracts, then insuring client success through follow-ups and visits all the way through to the renewal cycle. You will have the support of NORC experts in the Commercial Real Estate Group to assist the client. You will be the real person, the real voice, the real name and the real face for dozens of relationships.

• Prospective Clients

  • Work with existing contact lists to make aware of new service
  • Identify companies and contacts that should also be aware of service
  • Work with prospects to insure contracts capture their concerns while preserving NORC protections

• Existing Clients

  • Develop an understanding of product and NORC resources to be able to answer client questions and guide the client to proper resources when necessary
  • Maintain and develop a comprehensive understanding of the client’s business challenges and objectives to appropriately map software features and service support benefits to address their needs
  • Pro-actively engage with clients in advance of renewal period to insure constant awareness of challenges, objectives and satisfaction with the service

• Organization and Ongoing Relationship Management

  • Work with NORC accounting team and monitor billing process, assist with resolving issues
  • Capture feedback for ongoing improvement of service
  • Day-to-day management and oversight of partner engagements, including status report generation, weekly meetings/calls, monthly meetings, and communications with account stakeholders, communications with internal stakeholders, billing, and strategy sessions

• BA/BS Degree from accredited college or university
• Background in customer success, sales, customer engagement, satisfaction and/or retention
• Minimum of 3 years’ experience driving customer-related strategy, operations & results in business focused and swift moving organizations
• Experience with companies in commercial real estate, data services, and/or software as a service is valued
• Ideal candidate will be enthusiastic, creative, and demonstrate the ability to inspire people and lead by example
• Must have the ability to drive customer renewals and effect customer success
• Evidence of the ability to define new models and processes from the ground-up and operate at scale is required
• Track record of working cross-functionally to effectively communicate/drive customer/market feedback is required
• The ability to engage with and serve customers across international markets and time zones is an important success factor