Client Relationship Manager

Key Responsibilities:

• Client Relationship Management:
  Serve as the primary point of contact for assigned clients, building and maintaining strong, long-lasting relationships. Ensure that clients' needs and expectations are met or exceeded.
• Client Retention:
  Proactively manage client accounts to maintain high levels of client satisfaction and retention. Address client concerns and resolve any issues that arise in a timely and effective manner.
• Business Development:
  Identify and pursue opportunities to expand business within existing accounts. Upsell and cross-sell relevant products and services to clients based on their needs and industry trends.
• Client Communication:
  Provide regular updates, reports, and feedback to clients regarding project progress, performance metrics, and service outcomes. Communicate new offerings, solutions, or any changes that may impact clients.
• Problem Resolution:
  Act as a liaison between clients and internal teams to ensure that client issues or concerns are addressed promptly. Work with relevant departments to find solutions that align with client expectations.
• Account Planning and Strategy:
  Develop account plans, goals, and strategies for each client to drive business growth and customer satisfaction. Ensure clear and consistent communication of client goals and deliverables to internal teams.
• Service Improvement:
  Continuously analyze client feedback and performance data to identify areas for service improvement. Implement initiatives to improve service delivery, quality, and overall client experience.
• Reporting and Documentation:
  Maintain accurate and up-to-date records of all client interactions, project status, contracts, and correspondence. Provide periodic performance and progress reports to management.
• Collaboration with Internal Teams:
  Collaborate closely with sales, product, and support teams to ensure client requirements are met and to share relevant client insights that may influence company strategy or offerings.

Qualifications & Skills:

• Education:
  
• Bachelors degree in Business, Marketing, Communications, or a related field (or equivalent experience).
• Experience:
  
• Minimum of 8–10 years of experience in client relationship management, account management, or customer service.
• Proven experience in managing and growing client accounts, particularly in a B2B or service-oriented environment.
• Communication Skills:
  
• Excellent verbal and written communication skills with the ability to effectively communicate with clients, internal teams, and executives.
• Customer Service Orientation:
  
• Strong customer service skills with the ability to understand and anticipate client needs, ensuring a positive experience and satisfaction.
• Problem-Solving Skills:
  
• Ability to analyze complex issues and come up with creative and effective solutions for clients.
• Negotiation Skills:
  
• Strong negotiation skills to manage client expectations, contracts, and pricing while maintaining a positive relationship.
• Technical Proficiency:
  
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and CRM software (e.g., Salesforce, HubSpot).

Desired Attributes:

• Strong attention to detail and organizational skills.
• Ability to manage multiple client accounts simultaneously and meet deadlines.
• Positive, proactive, and solution-oriented attitude.
• Ability to build rapport and trust with clients and colleagues alike.
• Flexibility and adaptability in a dynamic business environment.

Physical Requirements:

• Ability to travel to client locations when necessary.
• Ability to work remotely or on-site, depending on client needs.