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Customer Relationship Manager

2 months ago

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

This role is responsible for owning the end-to-end relationship with customers and ensuring the successful implementation and management of customer solutions.

Key Responsibilities:
  • Manage customer relationships and monitor key metrics to drive resolution of customer queries.
  • Work closely with customers, sales, and supporting functions to ensure high customer satisfaction and drive business growth within accounts.
  • Lead deal teams and represent the company to customers for outsourcing deals up to $10m TCV.
  • Assemble and lead deal teams to develop proposals, pursue, and win large national outsourcing deals.
  • Coordinate deal team efforts and sponsor MS Engagement Director.
  • Assist in opportunity qualification and risk assessment.
  • Validate and endorse technical solutions for deals and work with delivery to ensure solution design can be properly delivered.
  • Develop deal timelines and ensure pursuit teams meet deal milestones and deadlines.
  • Lead negotiations for national medium-size deals and assist with large complex deals.
  • Proactively manage resource requirements throughout deal pursuit.
  • Transition 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:
  • Health and wellbeing benefits.
  • Personal and professional development opportunities.
  • Diversity, inclusion, and belonging initiatives.