CLIENT RELATIONS MANAGER

People Resources, Inc., a leading Tampa based recruitment firm is seeking a Client Relations Manager for a fast growing, leading international service organization.

 

Job Summary

Reporting to the Director of Sales and Marketing, the Client Relations Manager (CRM) assumes responsibility for the relationship with client after the sale is completed.  The CRM is charged with maximizing customer satisfaction and driving deep utilization of our products and services.  The CRM manages the daily operations of the Client Relations Department on a nationwide basis in such a manner as to ensure the accurate, efficient and timely support for all clients. 

 

RESPONSIBILITIES

1.  Provide guidance and assistance to the Property Managers/Regional Managers clients. 

·  Act as the high-level point of escalation for resolution of all external client issues.

·  Manage client retention rate, aid in the re-signing of customers.  Pro-actively build relationships.

·  Respond to written, e-mail and telephone complaints in a timely manner.

·  Visit clients to assist with training, educating and encourage use of our products/services.

·  Gather feedback from clients via client interactions and survey process.  Share client feedback with the management team.  Be the “voice of the clientâ€�.

·  Become familiar with all aspect of the client contracts.

 

2.  Responsible for managing the Client Relations Department

·  Manages 7 Client Relations Representatives.

·  Ensure that customer service telephone calls are made in a timely fashion.

·  Designate account managers for new and/or existing markets.

·  Provide training and coaching for Client Relations personnel.

·  Facilitate the creation and maintenance of an effective, productive and professional environment.

·  Lead by example.

 

3.  Communication

·  Develop/review departmental operating procedures/processes and implement changes as necessary to maintain the highest possible level of client service and satisfaction.

·  Consults with management and associates to address issues and provide root cause analysis to solve issues.

·  Participate in process improvement initiatives to reduce cost and improve service to our clients. 

 

4.  Reporting

·  Ensure the accurate production of informational reports/correspondence for the use of clients.

·  Maintain and update the Weekly Pulse Report.

·  Maintain and update the Bi-monthly Attrition Report.

·  Stay up-to-date of industry developments relative to the competition and the various customer segments.

 

5.  Partners with other department managers to improve business operations and efficiency.

·  Work collaboratively with Sales and Operations teams to formulate strategies to increase velocity and customer satisfaction.

·  Communicate with Billing and Customer Service Departments to verify accurate, timely information for billing purposes.  Assure communication to Billing, Accounting and Administration for all property changes.

·  Work with customer service and field service teams to escalate technical problems and enhance customer satisfaction.

·  Assist/support the sales, field services, IT, Billing and Customer Service departments in accomplishment of their department responsibilities/goals. 

 

6.  Partners with business leaders to support change management.

·  Provide leadership in policy and program implementation.

·  Provides coaching support through formal coaching process and through informal means by developing appropriate relationships with all staff.

 

REQUIREMENTS

·  Bachelor’s Degree.

·  3 to 5 years supervisory experience.

· Excellent negotiation and interpersonal skills.

· Strong accounting and analytical skills.

· Excellent communication skills – verbal (English) and written.

· Client Interaction/ Customer service.

· Assignment and work prioritization.

· Problem resolution (troubleshoot issues, develop new processes and solutions).

· Ability to handle sensitive information in a confidential manner and deal with all levels of the organization.

 

The above declarations are not intended to be an 'all-inclusive' list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather they are intended only to describe the general nature of the job, and a reasonable representation of its activities.

 

LOCAL CANDIDATES ONLY.  Qualified professionals should email their resumes.  Due to volume, only those of interest will be contacted on a confidential basis.  NO CALLS.  No acknowledgment of receipt will be issued.



Compensation commensurate with experience.