Client Relationship Manager

2 weeks ago

Dallas, United States Enable Resource Group LLC Full time
Job DescriptionJob DescriptionMUST LIVE IN THE DALLAS/FT. WORTH, TX AREA.

Enable Resource Group is a privately held company that provides technology services primarily to churches and service-related nonprofit organizations. We have grown our business over the past twenty two years by providing sound technology solutions and excellent customer service; our mission is to "Change Lives by Serving Those Who Serve."

The Client Relationship Manager (CRM) serves as the primary Enable point of contact with existing clients and potential clients. The CRM also has direct relationship and sales responsibilities that involve deepening relationships with existing clients, developing prospects through client referrals and cold calls, presenting Enable’s unique approach, and offering solutions in the client's best interest. Ultimately, the CRM is a Relationship Builder & Maintainer.

Serving as the primary Enable contact for existing clients, the CRM is responsible for facilitating communication between all Enable and client personnel, proactively pursuing any additional client service opportunities, and helping to ensure any issues which arise are resolved effectively and timely. The Client Relationship Manager is responsible for developing a trusted relationship with the client. The CRM will regularly assess the client’s satisfaction, answer client questions, and respond to and ensure the appropriate resolution of any client concerns or issues. The CRM will also work with the Enable Strategy Consultants to assist the client with longer term technology planning. The CRM & Strategy Consultant share responsibility for scheduling and conducting regular quarterly business reviews with clients to ensure that clear, proactive, and consistent communication is happening.

The CRM is the primary owner of the relationships with the clients and must ensure that Enable is always serving the best interests of our clients as we maintain Enable standards of quality, service, and process.


Essential Job Functions:

  • Serves as the primary business point of contact at Enable for all client issues for assigned clients
  • Enjoys and actively seeks to build relationships with current and potential clients. (This will include identifying potential clients, establishing relationships, managing the necessary sales cycle, and working to provide appropriate client solutions.)
  • Develops a plan to maintain regular contact with assigned clients, both via phone and regular site visits to build the relationship and develop trust
  • Assist clients with identifying technology needs and highlighting possible solutions, helping to connect the dots between the client’s felt needs and possible technical solutions
  • Monitor service delivery to assigned clients, intervening when necessary, advocating for and escalating as necessary to ensure that the client experiences excellent service
  • Accurately capture and clearly communicate pertinent client issue details to allow for management & tracking of the issue until it is successfully resolved.
  • Review all client invoices to ensure accuracy per the contract and per added and/or project services.
  • Manage and ensure all client renewal discussions occur on a timely basis, are negotiated as necessary, and completed at least 3 months prior to any contract end date.
  • Participate in local office project meetings to provide context and input so that all involved team members are familiar with project work occurring in their clients’ environments
  • Manage the new client onboarding experience, set proper client expectations, and set realistic onboarding project timeframes for maximum success.
  • Maintain records of project proposals and service agreements for each client

Key Deliverables:

  • Build and maintain relationships with new and existing clients
  • Provide clients with new or renewal agreements and contracts in a timely manner
  • Ensure client invoices and other communications items are appropriate and accurate prior to them being delivered to the client
  • Ensure the client Accounts Receivables are always in order.
  • Participate, along with the client’s Strategy Consultant, in periodic business reviews that inform the client and help develop future technology plans and roadmaps
  • Maintain clear and up-to-date documentation in the Enable ticketing systems of client concerns and issues and to ensure successful resolution

Minimum Requirements:

Customer Relationship Managers should possess a Bachelor's degree in a related field, proven past experience work experience in similar roles, and demonstrate a suitable level of technical aptitude and general understanding of the industry. EXPERIENCE IN IT ACCOUNT MANAGEMENT A PLUS

Abilities required:

  • Excellent client facing skills:
  • Clear, confident and professional communication
  • Proactive, service-focused attitude Exhibits poise, confidence, patience and calmness
  • Personable, relatable and trustworthy
  • Intuitive, with strong problem-solving skills
  • Effective writing and presentation skills
  • Possesses the ability to prioritize effectively
  • Organized & possesses ability to ensure detailed tasks are completed.
  • Detail oriented
  • Technical skills:
    • Proficient with Microsoft Office products
    • Ability to learn and use other enterprise systems

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