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Client Relationship Manager
4 months ago
Job Description
The Client Relationship Manager focuses on delivering tangible value to clients and driving long-term relationship growth. They seek opportunities to expand their scope of work with clients, identify cross-selling and upselling opportunities, and continuously demonstrate the ROI of Infinite Campus products and services. The CRM is responsible for maintaining strong relationships amongst a diversity of roles within Infinite Campus and its' customers to ensure process and communication flow. This individual will align with other teams and departments to inspire customer success endeavors organization-wide and deliver the optimal customer lifecycle for all Infinite Campus customers.
The CRM is customer-focused, proactive, and results-driven, with a strong ability to build relationships, solve problems, and drive value for both clients and the company.
Job Responsibilities
- Relationship Management: Responsible for cultivating and growing strong relationships with our clients. This involves understanding their business needs, challenges, and goals, and providing personalized support and guidance to help them achieve success.
- Travel: Essential to fostering strong relationships is the willingness to travel frequently (minimum 30%) to conferences, work sites, and other locations where customers are present.
- Retention and Renewals: Ensure client satisfaction and retention. Actively monitor client accounts, address any issues or concerns that arise, and work proactively to prevent churn. Play a key role in driving contract renewals and upselling by demonstrating the value delivered to clients.
- Problem-Solving: Handle client inquiries and collaborate with internal teams to address more complex issues and ensure a positive client experience.
- Product and Industry Knowledge: Have a deep understanding of Infinite Campus's products and services, as well as the K-12 education landscape in which our clients operate to provide valuable insights, recommendations, and strategic guidance to clients. Ability to articulate the value proposition of the company's offerings, innovation, and vision, understand client use cases, and provide relevant insights and recommendations based on industry trends and best practices.
- Communication and Collaboration: Effectively communicate with account stakeholders, understand their needs, and convey information clearly and persuasively. This includes active listening, empathy, and the ability to communicate complex concepts in a simple and understandable manner. Facilitate discussions and negotiations to align priorities and achieve mutual goals. Ensure clear and consistent communication channels are established, providing regular updates, progress reports, and seeking feedback to continuously improve our products and services.
- Leadership and Influence: Lead cross-functional teams to deliver on customer commitments and exceed expectations. Advocate for customer priorities internally. Leverage industry expertise and insights to advise stakeholders on emerging trends and opportunities.
- Change Management: Adept at navigating change and guiding clients through transitions effectively. This involves managing expectations, and helping clients adapt to new processes or technologies.
Desired Background
- Demonstrated strong verbal and written communication skills to effectively interact with clients.
- Minimum of 5 years' experience in a relevant customer-facing role e.g. customer success/relations, customer service, or support.
- Exceptional interpersonal and communication skills, highly organized, analytical, collaborative and detail oriented.
- Possess great initiative and a strong work ethic. Able to prioritize and be proactive.
- Empathetic, positive attitude with a desire to help our customers reach their goals.
- Strong problem-solving skills to identify client challenges, address issues promptly, and develop creative solutions that meet client needs.
- A background in the K12 education landscape with technology experience - Student Information Systems and other EdTech - preferred.
- Ability to analyze data, identify trends, and use insights to inform decision-making and drive continuous improvement.
- Salesforce or other CRM plus Customer Success technology experience is an advantage.
Position must adhere to the practices and procedures outlined in the master security guidelines.
*This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.
Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus' employees to perform their job duties may result in discipline up to and including discharge.
