Job Summary:
The Client Relationship Manager is the primary contact for all clients, responsible for the upholding and communicating company standards, ensuring high client satisfaction, while maintaining and growing client relationships. This role aims to enhance client satisfaction, retention, revenue growth, and profitability. This position reports to the Director of Client Services and collaborates closely with the Branch Manager and Production Managers.
Core Values:
- Culture of Safety – Safety is always job #1
- A Growing Tradition Plants, Personally, Financially and Professionally
- Employee Owned – Personal Pride in Success with an Owners Mentality
- Exceptional Customer Experience – Delighting our Clients with our Products and Services
- Good Neighbors – Community Pride – Sharing our Success
- Respectability – Treating Others as we want to be treated
Duties/Responsibilities:
- Ensure smooth client onboarding and integration.
- Communicate and follow up with Plans of Action as production performs, resolves and executes control standards.
- Monitor project timelines, budgets, and outcomes to ensure client satisfaction and profitability.
- Identify and pursue opportunities to upsell and cross-sell to existing clients
- Build, strengthen and maintain client relationships.
- Retain and grow account base
- Address and resolve client complaints and issues promptly and effectively.
- Maintain consistent, scheduled communication cadence with clients
- Identify and mitigate risks proactively
- Gather client feedback and use it to drive continuous improvement with production teams.
- Facilitate effective communication between clients and internal teams.
- Foster a collaborative environment to enhance teamwork and problem-solving
- Attend networking and industry events.
- Manage and communicate the contract renewal process and price increase.
- Design, estimate and propose enhancement opportunities
- Manage Aspire and other integrated software systems to maximize performance.
- Manage A/R communication to ensure timely payment for services rendered
- Drive strategic plan for adoption and utilization of products
