Client Relations Manager

1 month ago

Windsor Locks, United States Infinity Group US Full time

Position Level: Manager

Status: Exempt Department: Client Relations

Reports to: Director of Client Solutions

Summary: The Client Relations Manager at Infinity Group provides support to the client relations team. This role is dedicated to addressing client inquiries, ensuring satisfaction, and assisting in facilitating effective communication between clients and the company. The Client Relations Manager plays a crucial role in assisting the team in fostering positive client experiences and strengthening partnerships.

Your knowledge and skills:

  • Establish operational plans and provides guidance to team members, overseeing routine and non-routine areas.
  • Suggest new products, processes, and standards within operational plans, effectively managing responsibilities or projects within a budget.
  • Plan resources and delegate effectively, escalating complex problems as needed and leveraging internal resources for collaborative solutions.
  • Leverage internal resources and expertise to foster effective collaboration and create client-centric solutions.
  • Take responsibility for managing client requests and communications.
  • Collaboratively strategize with clients to develop innovative solutions for problems and explore new services, while consistently improving understanding of client and industry needs for future success.
  • Exercise direct discretion in issue resolution, with limited oversight from the Director and moderate direction for non-routine situations.
  • Lead, manage, train, and review the work of direct reports.
  • Minimum Education: Bachelor's degree preferred.
  • Minimum Experience: At least 5 years of prior relevant commercial architecture/construction experience.
Your responsibilities:
  • Capture all known project information and influence points from previous communications of Marketing or Business Development team.
  • Coordinate and ensure that draft Master Agreement has been sent to potential client by VP of Operations.
  • Awareness of Project Intent including the "why" and the priority of the design, function, investment and schedule.
  • Validate current CRM information aligns with debrief from Business Development.
  • Go-No-Go meeting for understanding of opportunity based upon gathered information. Includes definition of Level 1 or Level 2 opportunity.
  • Develop initial sales strategy and roadmap for winning the project.
  • Confirmation of desired assigned team members from Design and Preconstruction.
  • Pre-meeting for planning of the client introduction meeting with Business Development, Design and Preconstruction.
  • Chair client introduction meeting and ensure all meeting notes and action points are captured, documented and shared with team.
  • Chair required IBMs following client introduction meeting with clarity on opportunity milestones.
  • Continued Sales strategy for each open opportunity in pipeline.
  • Schedule and chair client presentation meeting for presentation of strategy proposal, strategy and architecture proposal or concept drawing with ROM and milestone timeline.
  • Ongoing updates to all opportunities in CRM to ensure current accurate pipeline including Close Date.
  • Ensure strong and clear strategy through contract signature and approval by client.
  • Attend IBM for project kickoff chaired by Preconstruction.
  • As needed check-ins and briefings of other team members to reduce risk and increase potential client confidence.
  • As needed check-ins and briefings of client project team to ensure and maximize client experience.
  • Ongoing development of client potential including development of portfolio level clients.
  • Ongoing ambassador and voice of client through every stage of the project that drives internal accountability and increases client experience
  • Chair internal and external weekly portfolio client meetings for accountability and consistent awareness.
  • Verification and updating of all opportunity information in Customer Relationship Manager (CRM) including project team, close date, opportunity amount and current stage.
  • For Level 1 opportunities, complete go/no-go, path to contract and meeting minutes for distribution to team at go/no-go meeting.
  • For Level 1 opportunities, obtain accurate building information and upload to File Management Platform (FMP).
  • For Level 1 opportunities, unless project has received scanning, onsite project meeting with verification of current existing conditions and overall space dimensions. Includes photos, request for preferred or past building vendors and required asset data for test fit drawings.
  • For Level 1 opportunities, create base Rough Order of Magnitude (ROM) numbers from test fit.
  • For Level 1 opportunities, review and adjust Rough Order of Magnitude (ROM) along with test fit for approval by client.
  • For Level 1 opportunities, receive approval to proceed from client on Rough Order of Magnitude (ROM) and test fit.
  • For Level 1 opportunities, create Statement of Work with exhibits
  • For Level 1 opportunities, receive Statement of Work approval and adjust in Customer Relationship Manager (CRM).
  • For Level 1 opportunities, review and adjust Pricing Set from Architecture in relation to project intent, budget and all project info to date.
  • For Level 1 opportunities, create progressive budget in applicable Statement of Work format for client review with approval of VP of Operations.
  • For Level 1 opportunities, ongoing updates to all assigned opportunities in the Customer Relationship Manager
  • (CRM) to ensure current accurate pipeline including Architecture Completion Date, Permit Receipt Date and Target Project Completion Date.
  • For Level 1 opportunities, introduce project overview for awareness to the assigned Project Manager, Construction.
  • For Level 1 opportunities, receive approval on Statement of Work. Save approved SOW to File Management Platform (FMP) Project Folder.
  • For Level 1 opportunities, close Win opportunity with all correct data fields and products in Customer Relationship Manager (CRM).
  • For Level 1 projects, support of Technical and Construction teams on Change Orders or clarifications affecting costing.
  • For Level 1 projects, receive and update assigned Change Order drafts throughout project duration.
How we measure your success:
  • Percentage of Repeat Clients
  • Current Pipeline Value of Quality Quoting Opportunities
  • Value of Booked Projects
Physical Requirements:
  • Must be able to lift a minimum of 15 lbs unaided.
  • Must be able to sit for long periods of time, stand, reach, bend
  • Be able to visit job sites during construction on occasion
  • Must be willing to maintain all CDC guidelines

Our team description: Infinity Group is a design-driven architecture and construction firm. We guide those responsible for developing next-generation workspaces across the US, using a methodology that offers clients critical insight and control over their projects at every step, resulting in an elevated process and final product.

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