Client Relationship Manager
2 weeks ago
Objective:
The role involves overseeing various projects and daily requests for significant, strategic clients. This position encompasses elements of Sales, Customer Service, Project Management, and Design, contingent upon the necessary skill set. The Account Manager may operate independently or in collaboration with an Account Executive, depending on the account's size and nature.
Key Responsibilities:
- Act as the primary contact for clients and all dealer-related activities/services.
- Maintain an in-depth understanding of client and company needs, objectives, philosophies, and ensure adherence to all business practices and performance standards.
- Develop and nurture client relationships, fostering respect and trust with on-site personnel and partners (contractors, A&D firms, IT, etc.).
- Identify new project/support opportunities through regular client meetings, actively listening, conducting thorough needs assessments, and consulting on work styles, furniture solutions, and dealer services.
- Deliver compelling presentations on products and services in various formats (written, graphic, electronic).
- Create or oversee the completion of detailed, accurate, and branded proposals.
- Participate in project progress meetings as necessary.
- Collaborate with internal and external resources to define project scope, develop resources, schedules, and costs.
- Provide site supervision during deliveries and installations to ensure accurate and satisfactory completion.
- Ensure timely and complete information for client/vendor activation, credit checks, etc.
- Accountable for the management and success of the project team and overall client satisfaction.
- Accept responsibility for the accuracy of project specifications through meticulous reviews.
- Ensure receipt of all required documentation, including signed proposals, terms and conditions, client purchase orders, and deposits.
- Remain engaged throughout project implementation to proactively address issues and identify cost-saving opportunities.
- Be available, responsive, and timely in addressing customer inquiries and needs.
- Conduct regular follow-ups with customers regarding after-sale support to ensure satisfaction.
- Keep clients updated on project progress and order status.
- Assist accounting in resolving late receivables or client credit issues.
- Meet monthly, quarterly, and yearly sales targets, including volumes and margins.
- Provide accurate and regular reports on forecasts and leads.
- Support sales management as needed with contract development and negotiations.
- Seek out training opportunities to enhance account and personal growth.
- Possess extensive knowledge of products, features, applications, and technical capabilities.
- Maintain a working knowledge of all roles and processes.
- Stay informed about workplace innovations and trends (Well, LEED, ergonomics, technology, work styles).
- Perform other duties as assigned.
Qualifications:
- Bachelor's degree in Business Administration, Project Management, or a related field.
- 3-5 years of experience in commercial furniture sales or project management.
- Exceptional mathematical and interpersonal skills, with a keen attention to detail and strong listening abilities.
- Ability to thrive in a fast-paced environment with multiple projects and tight deadlines.
- Willingness to learn and adapt to new software technologies.
- Proficient in Project Spec and MS Office Suite (Outlook, Word, Excel, PowerPoint).
- A desire to work in a collaborative, innovative, and team-oriented environment.
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