Customer Relationship Manager

Customer Relationship Manager Role Description

 

This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on actual process involvement and team workload.

 Purpose

 

As a member of the CRM (Customer Relationship Management) Team, this position supports the creation, expansion and development of customer loyalty within a set of accounts.  You will be responsible for preserving the consistently high level of customer loyalty within an established customer base.  You will build and maintain relationships while continuing to achieve Sales and Marketing team revenues and strategic objectives while maximizing the overall technology spend potential between our company and assigned customer accounts.

 

Responsibilities

 

Account Management: Partner with engineers and support staff to manage existing customer accounts.  Build solid customer relationships and act as point person for customer questions and concerns as related to sales opportunities, project management, billing and customer service issues.  Co-develop account plans for assigned accounts with various team members.  Work with our company?s customer-facing team members to prep for client meetings and participate where appropriate.  Assist with generating proposals using internal software tools provided.  Help identify potential new customers through research and qualify new leads.  This might entail job duties such as customer calls and proposal development.

 

Identifying and securing new business with existing customers:  Learn and apply consultative sales processes to the Customer Acquisition Plan.  This includes having the ability to understand, communicate and provide guidance to the customer regarding our company?s services and vendor or partner products and services.  You will be responsible for assessment of competitive offerings in customer accounts and for developing a plan within the Team to increase revenues.

 

Account Responsibilities:  Interfacing with members from both the Engineering and Administration Teams.  Meet regularly and participate in forecasting and strategy sessions with Team members to review active accounts, ensure continuous communications, discuss inventory and proactively identify solutions so that customer expectations are aligned accordingly and managed;  Discuss new business and manage work flow.  Ability to read and understand clients? contracts, keep assigned account records current using CRM software, discuss coverage of particular accounts and expectations with Team on regular basis, and collaborate with Team to develop quarterly sales plans for priority accounts.  Facilitate the management of and manage client projects.

 

Sales Professionalism: Develop knowledge and expertise in customers? businesses and key industries and present the value of our company as it relates to customer needs.

 

Client Interaction: Maintain regularly scheduled communication with clients.  Initiate meetings as appropriate with accounts to cover issues that may fall under overall Team member responsibility.  Ensure that assigned clients have access to any new tools or information of importance.  Identify customer satisfaction issues and report those to appropriate internal Team.

 Qualifications Recommended

 

Education and Experience: Four-year college degree in Business or Scientific discipline preferred with a minimum of 5 years experience in direct sales/customer service in the technology services industry or similar.  Structured sales training certification from the Sandler Sales Institute or equivalent corporate sales training program a plus.

 

Skills and Abilities: This position requires strong industry knowledge, including: hardware standards, operating systems, PC software, and general understanding of distribution and sales channels.  Ability to translate our company?s product, program, and service offerings into meaningful value as it pertains to the customer?s business metrics, and also diffusing competitor's value statements.  Qualified candidates must have strong, presentation skills to groups of all sizes and levels and a successful track record of sales and negotiation skills.  Ability to work with cross-functional groups or teams to achieve account objectives.