Client Relations Specialist

SofterWare•Fort Washington, PA

1d•$50,000 - $60,000•Remote

About The Position

This position is only available for W2 Employees. Please note that to be a W2 Employee, you must reside in one of the following states: PA, NJ, NH, DE, CO, SD, TX, WY, AK, or FL. Are you passionate about helping nonprofits grow their impact? Join SofterWare, a mission-driven technology company empowering thousands of organizations to change the world through innovation, data, and connection. About SofterWare Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve. Why you will love working at SofterWare: Contribute to a mission-driven organization dedicated to empowering nonprofits — where your work directly helps meaningful causes and makes a real difference in the world. Enjoy a remote-first, flexible work environment that supports your well-being and balance. Be part of a company culture that values collaboration, learning, inclusion, and giving back together as a team. Engage with vibrant employee groups like Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back, our volunteer and community service initiative. Build meaningful relationships in a remote-first environment — from lively Slack channels that connect teammates with shared interests to virtual events that strengthen our sense of community

Requirements

Ability to remain calm, professional, and effective during challenging or sensitive client conversations.
Strong dedication to customer satisfaction and delivering a positive client experience.
Excellent verbal and written communication skills.
Strong problem-solving skills with the ability to assess concerns and drive appropriate resolution.
Ability to manage multiple priorities, meet deadlines, and handle concurrent projects effectively.
Ability to work collaboratively with others and contribute as part of a team.
Ability to listen carefully, understand client concerns, and respond with empathy and professionalism.
Ability to make thoughtful decisions about follow-up actions and escalation needs.
Strong attention to detail and ability to maintain accurate documentation and follow-through.

Nice To Haves

3+ years of relevant experience in customer relations, customer success, account support, client services, or a related customer-facing role preferred.
Experience handling client concerns, problem resolution, or retention-related conversations preferred.
Experience working with customer feedback, surveys, or satisfaction measures such as NPS preferred.

Responsibilities

Handle incoming client concerns with ownership and urgency, working to ensure they are fully resolved as quickly and effectively as possible.
Listen to customers with empathy, build trust, and serve as an advocate for their needs and concerns.
Gather and document client feedback about products and experiences so it can be shared with internal stakeholders and considered in future improvements.
Assist in efforts to improve client retention, utilization scores, annual recurring revenue, and client satisfaction as measured through NPS and related feedback channels.
Advise clients on how to use the software more effectively so they can realize greater value from SofterWare solutions.
Review survey responses in a timely manner, determine appropriate follow-up actions, and help ensure identified concerns are addressed.
Participate in the ongoing review of survey data to identify patterns, trends, and opportunities for improvement.
Partner with staff across departments to develop action plans that address client concerns and improve the overall customer experience.
Escalate concerns appropriately when additional support, coordination, or decision-making is needed.
Maintain accurate records of client concerns, follow-up actions, and outcomes in the appropriate systems.
Perform other duties as assigned.