Client Retention Specialist

Job Type

Full Time


Minimum: $45,000.00
Maximum: $55,000.00



Application Deadline:



New York
New York
United States


Position Summary


The Client Retention Specialist assists in the management of all activities and projects associated with client retention and acts as a liaison between COA and its Board of Trustees. The Client Retention Specialist ensures that quality customer service is provided to all of our accredited organizations and ensures that COA meets its monthly and annual financial goals.


Specific Duties and Responsibilities:


Client Relations & Business Retention


  • Responsible for communicating with all COA accredited organizations including, but not limited to, their reaccreditation process
  • Reviews applications for COA accreditation and reaccreditation in all of COA’s business lines 
  • Verifies eligibility for discounts offered
  • Develops Accreditation Agreements (contracts)
  • Follows-up on the submission of COA accreditation applications, Accreditation Agreements and initial accreditation/reaccreditation fees

·        Assists the VP of Client Relations in the development of retention strategies and initiatives including, but not limited to, the orientation of new CEOs and primary contacts to COA, tracking and identifying  discontinuations, developing tools, trainings, communications with the goal of decreasing discontinuations, and creates of out-of-process communications to keep organizations engaged with COA

  • Develops reaccreditation cost estimates
  • Attends external conferences as appropriate
  • Performs other duties as assigned


Conferences & Events


  • Coordinates external events (e.g. town hall meetings) with accredited and in-process Organizations

§ Retention focused external conference coordination and when appropriate, attendance

Trustee Relations


  • Serves as the liaison between COA, COA’s President/Chief Executive Officer, the Board of Trustees, and the Chair of the Board of Trustees 
  • Coordinates and participates in all Board-related activities, including, but not limited to, Board, Committee and Task Force meetings and conference calls

§ Assists in the development of all Board-related materials in collaboration with the Board Chair, President /CEO, and Chairs of the Board Committee and Task Forces



q Minimum Education: Bachelor’s degree

q Minimum Work Experience: 1+ years in an administrative support role or 1-2 years experience managing an organizational function and/or major projects. Experience in related field is preferred.


Skills, Knowledge, and Abilities


  • Internet and computer skills (experience with Salesforce, Microsoft Word and Excel)
  • Very organized and excellent project management skills
  • Strong analytical, research and problem solving skills
  • Excellent writing and verbal skills
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, processing, and other office procedures and terminology
  • Ability to develop constructive and cooperative working relationships with others, and maintain them over time

§ Ability to research and analyze complex issues, summarize key findings and communicate findings in a clear and concise manner

§ Work requires continual attention to detail in preparing reports, entering data, processing information, establishing priorities and meeting deadlines

§ Ability to establish long-range objectives and specify the strategies/actions to achieve them

  • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
  • Ability to identify performance measures or indicators of processes and the actions needed to improve or correct processes, relative to the goals of the operation
  • Ability to provide excellent customer service
  • Strong communication skills with an ability to interact confidently with staff and external stakeholders 
  • Ability to protect confidentiality of employee, volunteer and client information.
  • Respect diversity of all clients, staff and volunteers

Quality Expectations                   


  • Demonstrates a commitment to positively impact social service issues
  • Practices reflect COA's mission and are responsible, flexible, reliable, and dependable
  • Demonstrates a commitment to high quality and responsive service; Proactively identifies opportunities and takes action to improve operations; Offers and accepts constructive feedback; Contributes to the development of new ideas
  • Actively engages in problem solving; Responds to complaints; Seeks resolution of conflicts
  • Is organized, efficient, and effective; Sets goals for work tasks; Identifies priority issues; Meets productivity standards
  • Works collaboratively with others to encourage and support the accomplishment of goals/tasks
  • Provides exemplary customer service to all internal and external COA stakeholders; Interactions are timely, responsive, and courteous
  • Shows respect for each person's individuality and preferences, and the cultural/ethnic diversity of COA's stakeholders
  • Demonstrates a commitment to learning and improvement; Pursues activities to enhance personal and professional growth for self and others
  • Protects the confidentiality and the information/documentation obtained by nature of our work





45 – 55 K, annually. Excellent benefits package.


Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.





Medical and dental insurance, a voluntary vision plan, a 401(k) plan, Employee Assistance Program, Short Term Disability, Long Term Disability, Life and other insurances, Professional Development Plan and Tuition Reimbursement.

Professional Level

None specified

Minimum Education Required

4-year degree

How To Apply