The Client Relationship Manager acts as the liaison between the Operations Manager and the client contact. The Client Relationship Manager is responsible for communicating the call group's status to the executive committee on a regular basis and facilitating the implementation of any directives that affect the call group.
The Client Relationship Manager is a full time, salaried exempt-level position. The Client Relationship Manager’s primary responsibility is to be the advocate and voice of the client.
In addition, it is imperative that the Client Relationship Manager understand the client’s needs and to communicate those to the Operations Manager.
The Client Relationship Manager must be able to offer innovative solutions to the client.
The CRM is measured on his or her ability to grow the account beyond minimum levels and to gain access into the client’s vertical markets.
He or she meets with the client contact on a regular basis to discuss current performance, changes to the current program, additional business opportunities and new solutions.
The CRM is responsible for Statement of Work updates and guiding the client though the change management process. The CRM and the Operations Manager work closely to ensure contractual compliance.
Degree or 4 year’s equivalent work experience. Demonstrated experience in innovative problem solving. Project Management experience.
Demonstrated organizational skills. Demonstrated multitasking skills. Demonstrated communication skills. Scheduling experience.
Demonstrated knowledge with Windows, MS Word and MS Excel Demonstrated building client relationships Management experience BPO Experience Preferred Call center management experience 5+ years’ management experience.
5+ years call center management experience.