Client Relationship Manager I
Responsibilities
• 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%