Client Relationship Manager

Uncover and understand client objectives, challenges and needs by performing regular client needs assessments 

Leverage internal resources to enhance the customer experience 

Establish and grow senior relationships with assigned customers 

Prevent and/or resolve escalated client issues 

Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information 

Develop a quarterly plan to translate customer objectives into an overarching strategy  

Actively participate in long range strategic planning for customer 

May contribute to senior level client meetings and attends regular client status meetings as appropriate 

Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers  

Manage relationships both proactively and reactively  

Maintain a consistent focus on delivering exceptional customer experiences  

Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.  

Model and promote exemplary customer engagement practices  

Understand business concepts and uses strategic processes to make good business decisions  

Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals 

Produce and present quarterly business reviews as needed 

Provide field team support as needed 

Foster a positive team environment 

Ensure confidentiality of internal and external data 

Perform ad-hoc projects and other duties as assigned 

Travel expected up to 20% 

Professional, relevant examples of solving tough customer issues 

Proficient in Microsoft Office Suite, including strong Excel skills