We are looking for a Customer Relations Manager to create and nurture long-term relationships with customers. The customer relationship manager works closely with the Program team to manage relationships with customers. You will resolve any issues that arise to ensure customers are satisfied with our services. In this role, you should be an excellent communicator who's able to grasp customer needs and brainstorm ways to fulfill them. Your goal will be to help us safeguard our revenue and retain our customers.
Building and maintaining relationships with customers and key personnel within customer companies.
Conducting business reviews to ensure customers are satisfied with their products and services.
Alerting the Program team to opportunities for further growth within key customers.
Letting customers know about other services the company offers.
Attending meetings with customers to build relationships with the Program.
Achieving customer relationship targets and KPI's as set by the Contract and/or the Program Manager.
Working closely with Project Managers and Center Program Operations Managers.
Escalating and resolving areas of concern as raised by customers.
Carrying out customer satisfaction surveys and reviews.
Monitoring company performance against service level agreements and flagging potential issues.
Updating the CRM and ensuring account managers are aware of changes within customers.
Passing leads to the program team and following up on progress.
Liaising with internal departments to ensure customer needs are fulfilled effectively.
An understanding of Enterprise IT service delivery methodologies and solutions.
Strong interpersonal skills and an ability to build rapport with customers.
An an organized approach to work.
Hardworking with a strong work ethic.
Previous experience working as a customer relationship manager or a track record of managing customer relationships.
Preferred Qualifications; CRM, PMP
EDUCATION & EXPERIENCE: Requires a BA degree and 4 - 8 years of prior relevant experience or Masters with 2 - 6 years of prior relevant experience.