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Customer Relationship Manager

2 months ago

Andover, Massachusetts, United States Hispanic Technology Executive Council Full time
Job Description:

This Customer Relationship Manager position is responsible for owning the end-to-end relationship with the customer and ensuring the successful implementation and management of the customer solution design. The CRM manages customer relationships, monitors metrics, and drives resolution of all customer queries. This role works closely with customers, sales, and supporting functions through all levels of the customer's organization to ensure high customer satisfaction, drive business growth within the account, and identify ongoing refinement of the solution design to meet changing customer needs.

Responsibilities:
  • Lead deal teams and represent the company to the customer for outsourcing deals up to $10m TCV.
  • Responsible for assembling all required resources/skills to develop proposal, pursue, and win large national outsourcing deals.
  • Coordinates all deal team efforts with sponsorship of MS Engagement Director.
  • Assists in opportunity qualification and risk assessment.
  • Responsible for validating/endorsing the technical solution for the deal. Works with delivery to assure that solution design can be properly delivered.
  • Develops deal timeline and ensures that pursuit team meets deal milestones and deadlines.
  • Leads pursuit team in developing and substantiating a winning value proposition that meets the needs of the customer, including analyzing critical business drivers and risks.
  • Leads negotiations for national medium-size deals and assists with large complex deals.
  • Proactively manages all resource requirements throughout deal pursuit.
  • Helps in the transition of deal leadership to permanently assigned management to ensure seamless asset transfer, personnel transfer, technology, and process adoption.
Requirements:
  • 5+ years of experience in customer service in a B2B financial services organization.
  • Previous experience working with customer service as it pertains to account management.
  • Previous experience in a sales environment is preferred.
  • Understanding of IT assets is preferred.
  • University degree preferable.
  • Demonstrate knowledge of corporate organization and policies.
What We Offer:

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial, and emotional well-being. We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have, whether you want to become a knowledge expert in your field or apply your skills to another division. We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.