Client Relations Manager

2 weeks ago

Lakewood, Ohio, United States NeoGraf Solutions, LLC Full time


NeoGraf Solutions, LLC has been a pioneer in the industry for over 140 years, providing the most comprehensive graphite solutions since 1881.

Our products are integral to the functionality of some of today's most advanced technological innovations.

With unparalleled expertise, training, and commitment, we are poised for continued growth and success.

Primary Job Function


The Client Relations Manager is tasked with leading the team to ensure outstanding customer service while driving sales growth through effective communication, product expertise, and relationship-building capabilities.

This role involves guiding customer service and inside sales teams while promoting a customer-focused culture throughout the organization. The individual will be responsible for crafting and executing a holistic Customer Experience (CX) strategy aimed at enhancing customer satisfaction, loyalty, and revenue growth.

Key Responsibilities

Sales Process Enhancement:

Oversee all facets of inside sales, ensuring a seamless and positive interaction across all channels (phone, email, chat, etc.).

Analyze the sales pipeline, pinpoint inefficiencies, and devise strategies to optimize the sales process for greater effectiveness. Lead and nurture a high-performing inside sales team, cultivating a culture of accountability and continuous improvement. Establish and track key performance indicators (KPIs) for customer service, including resolution rates, first contact resolution, and customer satisfaction metrics. Analyze customer feedback to identify improvement areas and implement actionable solutions. Develop a comprehensive training program to equip inside sales representatives with the necessary skills and knowledge for success. Foster a competitive yet collaborative team environment that drives results.
Motivate and manage a team of inside sales representatives to meet and exceed sales objectives. Formulate and execute a data-driven sales strategy to maximize revenue generation.

Unlocking Potential:

Utilize customer data to uncover upsell and cross-sell opportunities within our existing customer base, particularly focusing on underserved smaller clients. Analyze historical data to identify untapped opportunities and re-engage these customers.

Mentor and coach inside sales representatives, providing insights on sales techniques, product knowledge, and effective communication strategies. Monitor and analyze key sales metrics to develop improvement strategies. Design and implement a company-wide customer experience (CX) strategy that aligns with overarching business objectives. Advocate for a customer-centric culture by promoting collaboration across all departments. Launch a Net Promoter Score (NPS) program to gauge customer satisfaction and analyze NPS data to identify areas for enhancement in the customer journey. Serve as the voice of the customer within the leadership team.

Pricing Strategy & Analytics:

Employ data and analytics to discern pricing trends, customer behaviors, and competitor pricing strategies. Develop and execute data-driven pricing strategies to enhance profitability and revenue growth.

Communicate and implement pricing adjustments by training the inside sales team, assisting in crafting customer messaging, and addressing customer inquiries. Contribute to Sales & Operations Planning (S&OP) by delivering accurate sales forecasts, identifying demand shifts, and providing feedback on sales target feasibility. Promote CRM utilization by collaborating on implementation, ensuring data quality and maintenance, encouraging user adoption, and leveraging data for sales insights.

Sales Forecasting & Reporting:

Generate and maintain precise sales forecasts based on historical data, market trends, and pipeline analysis. Produce reports to monitor sales performance, identify opportunities, and support informed decision-making by the sales leadership team.

Ensure adherence to safety protocols and guidelines in all activities, fostering a safe working environment for all.

Knowledge and Skills

Bachelor's degree in Business or a related field.
Minimum of 7-10 years of experience in a customer-facing role, demonstrating a successful track record in both customer service and sales leadership.
Experience in developing and implementing customer experience strategies.
Strong grasp of customer journey mapping and experience optimization principles.
Exceptional communication, coaching, and interpersonal skills.
Data-driven and analytical approach to problem-solving.
Ability to inspire and motivate a team to achieve ambitious goals.
Familiarity with CRM and customer service technology platforms is advantageous.

Working Conditions


Non-climate-controlled factory environment, alongside a climate-controlled office or lab setting; concrete flooring that may present slip hazards.

Exposure to audible and visual alarms, lights, etc. Personal protective equipment (PPE) may be required as appropriate.
Travel may be necessary up to 10%.

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