Client Relationship Manager

What You'll Do:

• Uncover and understand client objectives, challenges and needs by performing regular client needs assessments 

• Leverage internal resources to enhance the customer experience 

• Establish and grow senior relationships with assigned customers 

• Prevent and/or resolve escalated client issues 

• Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information 

• Develop a quarterly plan to translate customer objectives into an overarching strategy  

• Actively participate in long range strategic planning for customer 

• May contribute to senior level client meetings and attends regular client status meetings as appropriate 

• Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers  

• Manage relationships both proactively and reactively  

• Maintain a consistent focus on delivering exceptional customer experiences  

• Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.  

• Model and promote exemplary customer engagement practices  

• Understand business concepts and uses strategic processes to make good business decisions  

• Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals 

• Produce and present quarterly business reviews as needed 

• Provide field team support as needed 

• Foster a positive team environment 

• Ensure confidentiality of internal and external data 

• Perform ad-hoc projects and other duties as assigned 

• Travel expected up to 20% 

What You'll Need:

 

• Bachelor’s degree  

• 6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry  

• Professional, relevant examples of solving tough customer issues 

• Proficient in Microsoft Office Suite, including strong Excel skills 

• Multi-unit management experience 

• Experience in a trade 

• Experience in facilities industry