Client Relations Manager
2 weeks ago
The Client Relations Manager (CRM) is accountable for managing the overall relationship and support services associated with a designated portfolio of client accounts. The CRM serves as the primary escalation point for all client concerns, acting as the advocate for clients within Talent Pal.
Key ResponsibilitiesThe CRM will:
- Monitor and assess spare parts and repair management by aligning backlogs, collaborating closely with purchasing departments to ensure frequent reconciliation of order books.
- Manage client satisfaction through the use of internal and external performance metrics and scorecards.
- Conduct onsite visits to clients across various regions, including North & South America, Europe, the Middle East, Africa, and Asia Pacific as necessary.
The CRM typically reports to the Director of Client Support or Senior Client Support Manager.
Additional ResponsibilitiesResponsibilities include:
- Achieving client satisfaction, measured through various scorecards.
- Building and nurturing long-term relationships with clients.
- Acting as the central point of contact for all matters related to assigned clients.
- Taking ownership of client issues and ensuring resolution.
- Maintaining accurate records and documenting support actions within the CRM platform.
- Facilitating onsite meetings as needed, such as Program Review Meetings (PRM), Technical Review Meetings (TRM), and Executive Review Meetings (ERM).
- Generating post-visit reports and managing follow-up actions to completion.
- Creating Key Performance Indicators (KPIs) to measure success.
- Analyzing data to identify trends and areas for improvement.
- Coordinating with warranty teams to validate performance claims and negotiate settlements with clients.
- Reviewing and distributing backlog reports, taking proactive measures to prevent delays.
- Supporting the finance department in recovering overdue accounts receivable, addressing systemic issues for corrective actions.
- Staying informed about clients' internal challenges that may impact business operations.
- Providing feedback to the sales team regarding new opportunities and alerting program teams about potential risks.
The ideal candidate will possess:
- Proficiency in MS Project and competence in MS Office applications.
- Excellent verbal and written communication skills.
- Strong relationship-building capabilities, leadership skills, and organizational skills.
- Adeptness in analyzing and summarizing information, along with financial acumen.
This role may require up to 50% travel.
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