Client Relations Manager

2 weeks ago


Cleveland, Ohio, United States Talent Pal Full time
Position Overview

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 Responsibilities

The 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.
Reporting Structure

The CRM typically reports to the Director of Client Support or Senior Client Support Manager.

Additional Responsibilities

Responsibilities 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.
Qualifications

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.
Work Specifics

This role may require up to 50% travel.



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