Location: Virtual
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The Client Services Associate (CSA) position at LaSalle Solutions is a role that includes a substantial amount of account management and customer service. The CSA position is part of our Client Services Team and reports to a Client Services Manager (CSM).
The CSA will work with commercial to enterprise-level clients to maintain a high-level of information accuracy around their existing IT infrastructure and IT spend. The CSA will participate in initial and ongoing customer engagements to assess their current procedures, and make recommendations around the implementation of new client processes that align more specifically with their needs. Among multiple other tasks, the CSA works diligently to continually analyze multiple information sources to maintain data accuracy and optimize maintenance coverage throughout the customer relationship.
The CSA also works directly with our sales staff on tasks and projects including auditing and analyzing customer data to determine best practices, preparing quotes, placing orders, confirming shipments, preparing basic accounting details for invoicing, and utilizing LaSalle’s cloud-based asset management tool, LAMP.
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The role is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
As a member of our growing team, many of the Client Services Associate duties include, but are not limited to the following:
- Operate as the lead point of contact, along with the LaSalle Sales Representative, for matters specific to assigned commercial and enterprise clients
- Build and maintain strong, long-lasting client relationships with assigned account base
- Evaluate how assigned customer-base will be using LAMP and determine the best training procedures to align with customer usage
- Facilitate and ensure LAMP training for all assigned customer users
- Complete all requested services quotes and orders from client, sales or internal team for clients and prospects
- Coordinate with PSG for the completion of all requested hardware quotes from client or sales team
- Work with the PSG team to ensure the most efficient and cost-effective ordering and delivery process for assigned account hardware transactions
- Collaborate with PSG in preparing and placing orders, confirming shipments and providing tracking detail for product transactions
- Assist with internal training of new team members in the CSR and Client Services Associate (CSA) roles
- Evaluate and interpret network data sources (client/LAMP/Cisco) to prepare a summary of audited results and present to prospective clients or reconciliation for existing clients
- Determine priority of external client requests and internal sales team requests for all assigned accounts in order to ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Consult with vendor account teams to ensure pre-order accuracy and relay post-order conversion details
- Evaluate and compile all post-sale information to be communicated to accounting team for invoicing
- Complete all procedures for managing backend account-related LAMP activity including, but not limited to, creating sites and implementing move, add, change activity
- Assess and communicate overall customer account activity to sales team as needed
- Handle confidential and proprietary information with discretion
- Update personal knowledge by participating in industry related educational and networking opportunities
- Perform all other account-related duties as assigned or requested
SUPERVISORY RESPONSIBILITIES: N/A
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Bachelor’s Degree in related field of study
- Strong Microsoft Excel skills
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Experience in delivering client-focused solutions based on customer needs
- Highly professional
- Excellent written and oral communication skills.
- Flexible and adaptable
- Highly motivated to succeed
- Personable team player
- Ability and experience adapting to new processes and procedures
- Basic accounting skills
All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.
LaSalle Solutions Client Svcs Assoc. LOCATION — Virtual, Michigan 00000
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.