Client Relations Specialist

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. Make an Impact That Matters 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 Your Role as a Client Relations Specialist: The Client Relations Specialist serves as a primary advocate for customers and plays a key role in supporting overall client satisfaction and retention. This role acts as a central point of contact for clients who want SofterWare to address concerns, resolve issues, and improve their experience. The Client Relations Specialist is responsible for managing client concerns through resolution, gathering and communicating customer feedback, advising clients on ways to maximize value from the software, and contributing to customer survey and follow-up efforts. This position also partners with teams across the organization to identify trends, address client concerns, and support continuous improvement in the customer experience. Key Responsibilities : Concern Resolution: Handle incoming client concerns with ownership and urgency, working to ensure they are fully resolved as quickly and effectively as possible. Customer Advocacy: Listen to customers with empathy, build trust, and serve as an advocate for their needs and concerns. Feedback Capture: Gather and document client feedback about products and experiences so it can be shared with internal stakeholders and considered in future improvements. Retention Support: Assist in efforts to improve client retention, utilization scores, annual recurring revenue, and client satisfaction as measured through NPS and related feedback channels. Value Guidance: Advise clients on how to use the software more effectively so they can realize greater value from SofterWare solutions. Survey Follow-Up: Review survey responses in a timely manner, determine appropriate follow-up actions, and help ensure identified concerns are addressed. Trend Analysis: Participate in the ongoing review of survey data to identify patterns, trends, and opportunities for improvement. Cross-Functional Collaboration: Partner with staff across departments to develop action plans that address client concerns and improve the overall customer experience. Issue Escalation: Escalate concerns appropriately when additional support, coordination, or decision-making is needed. Documentation: Maintain accurate records of client concerns, follow-up actions, and outcomes in the appropriate systems. Additional Duties: Perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Key Requirements : Composure Under Pressure: Ability to remain calm, professional, and effective during challenging or sensitive client conversations. Customer Commitment: Strong dedication to customer satisfaction and delivering a positive client experience. Clear Communication: Excellent verbal and written communication skills. Problem Resolution: Strong problem-solving skills with the ability to assess concerns and drive appropriate resolution. Time Management: Ability to manage multiple priorities, meet deadlines, and handle concurrent projects effectively. Team Collaboration: Ability to work collaboratively with others and contribute as part of a team. Empathetic Listening: Ability to listen carefully, understand client concerns, and respond with empathy and professionalism. Sound Judgment: Ability to make thoughtful decisions about follow-up actions and escalation needs. Organizational Skills: Strong attention to detail and ability to maintain accurate documentation and follow-through. Education and Experience: 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. Compensation We believe great work deserves great rewards — and that when SofterWare succeeds, our team members should share in that success. This full-time, remote position offers a total compensation range of $50,000–$60,000 USD, depending on your experience and skills. Our compensation package is designed to recognize your contributions, reward outstanding performance, and support your long-term growth. Total Compensation includes: Competitive base salary Quarterly incentive bonuses Monthly profit-sharing bonus Benefits We’re proud to offer a comprehensive and competitive benefits package, including: Paid time off and volunteer days Matching gifts program Parental and military leave 401(k) with employer match and profit sharing Medical, prescription, vision, and dental coverage Pre-tax dependent coverage and voluntary benefits Short-term disability Employee Assistance and Wellness Programs SofterWare is proud to be an Equal Opportunity Employer. We make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, citizenship status, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, pregnancy, or any other characteristic protected by law. SofterWare is committed to providing reasonable accommodations for individuals with disabilities and fostering an inclusive, supportive workplace where everyone can thrive. Join Us Ready to make an impact with a team that empowers nonprofits every day? Apply now and help us build a better world through technology and compassion.