Client Relationship Manager
Lessen
The Client Relationship Manager is responsible for driving profitable business results and operational excellence by creating and developing strong, sustainable business relationships with their clients. Operates with some guidance.
This is a hybrid position with onsite requirements at client site in Chesapeake, VA. What You'll Do:Uncover and understand client objectives, challenges and needs by performing regular client needs assessmentsLeverage internal resources to enhance the customer experienceEstablish and grow senior relationships with assigned customersPrevent and/or resolve escalated client issuesDemonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent informationDevelop a quarterly plan to translate customer objectives into an overarching strategy Actively participate in long range strategic planning for customerMay contribute to senior level client meetings and attends regular client status meetings as appropriateEstablish and maintain a management framework/process that allows for visibility into company performance on assigned customers Manage relationships both proactively and reactivelyMaintain 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 goalsProduce and present quarterly business reviews as neededProvide field team support as neededFoster a positive team environmentEnsure confidentiality of internal and external dataPerform ad-hoc projects and other duties as assignedTravel expected up to 20%What You'll Need:Professional, relevant examples of solving tough customer issuesProficient in Microsoft Office Suite, including strong Excel skillsBachelor’s degree 6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry Multi-unit management experienceExperience in a tradeExperience in facilities industry
This is a hybrid position with onsite requirements at client site in Chesapeake, VA. What You'll Do:Uncover and understand client objectives, challenges and needs by performing regular client needs assessmentsLeverage internal resources to enhance the customer experienceEstablish and grow senior relationships with assigned customersPrevent and/or resolve escalated client issuesDemonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent informationDevelop a quarterly plan to translate customer objectives into an overarching strategy Actively participate in long range strategic planning for customerMay contribute to senior level client meetings and attends regular client status meetings as appropriateEstablish and maintain a management framework/process that allows for visibility into company performance on assigned customers Manage relationships both proactively and reactivelyMaintain 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 goalsProduce and present quarterly business reviews as neededProvide field team support as neededFoster a positive team environmentEnsure confidentiality of internal and external dataPerform ad-hoc projects and other duties as assignedTravel expected up to 20%What You'll Need:Professional, relevant examples of solving tough customer issuesProficient in Microsoft Office Suite, including strong Excel skillsBachelor’s degree 6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry Multi-unit management experienceExperience in a tradeExperience in facilities industry
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