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Position Details

Reference ID: 28
Job Title: Customer Relations Representative
Functional Area: Client Services and Support
Employment Type: Full Time
Primary Location: Novi, Michigan
Description: Mastery Training Services is a leader in the corporate online training marketplace. Mastery helps organizations meet their employee development and legal compliance training objectives by providing streaming training content on Mastery’s own Learning Management System (LMS) or a third- party LMS. Mastery ensures organizations benefit from their employee development and training investments with the assistance of premium client support services.

You will be responsible for ensuring our customers receive the greatest possible value from our services. You will maintain and grow existing accounts through renewing subscriptions and selling additional products such as Premium Support Services.


Essential Functions

  • Meet or exceed revenue growth goals

  • Identify client needs and recommend appropriate training and service solutions

  • Schedule and complete account reviews

  • Explain licensing agreement provisions to clients

  • Demonstrate courseware and management software through presentations

  • Resolve client issues relating to products and services

Primary Responsibilities

  • Serve as the primary contact and build long-term customer relationships with key decision makers

  • Monitor and analyze customer usage of our services, and offer insights to increase learner engagement

  • Identify and develop new business opportunities within existing clients via new departments or locations

  • Monitor web chat and chat with existing and prospective customers

  • Actively participate in all product knowledge training

  • Meet monthly activity goals and metrics for relationship building (including proactive contact and product demonstrations)

  • Maintain accurate records of interactions with customers in CRM

  • Gain familiarity of the customer and their industry

Basic Minimum Qualifications

  • 2-4 years working in HR, administration, Employee Development, sales or customer support

  • Excellent interpersonal skills including exceptional verbal and written communication

  • Possess a strong work ethic and a "can do" attitude

  • Passion for excellence through teamwork

  • Excellent listening, negotiation, and presentation abilities

  • Strong organization and time management skills

  • Solid software skills with proficiency in PowerPoint, Excel, Gmail, and CRM software

  • Proven ability to juggle multiple projects while maintaining attention to detail

  • Bachelor’s degree preferred
Posted: 2021-06-23

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