Client Relationship Manager

A leading edge, global leadership development company is looking to recruit a professional Client Relationship Manager.
You must be self-motivated, creative and eager to go the extra mile to serve customers. If you have experience managing customer relationships, operate from a “relationship first” orientation, thrive as a member of a close-working team, pay exquisite attention to details, are tech savvy, and are interested in developing and growing your own leadership abilities this is the job for you.

Position Overview
The CRM can work remotely and be located anywhere, with a preference for availability to provide full coverage during the US Eastern Time Zone. The CRM is responsible for supporting the Customer Experience team (i.e. Sales and Business Development) with inside sales and customer experience solutions for North American programs. This includes maintaining ongoing relationships with customers.

Primary Objectives:
·         Ensure and maintain relationships with internal and external customers to create an extraordinary Co-Active experience.
·         Respond to incoming phone and email requests from customers in a professional manner to ensure that issues are resolved both efficiently and accurately.
·         Establish and maintain relationships with customers through increased client satisfaction.

Initial Challenges and Opportunities:
·         Become intimately familiar with all products and processes.
·         Become proficient in all application of NetSuite and other technologies.
·         Integrate into a fast-moving, highly productive team.

Responsibilities and Duties
·         Capture and ensure data entry and data integrity of customer life cycle. Keep accurate and detailed customer records and communication history.
·         Provide administrative support for customers enrolling in courses, transferring, managing schedules, providing receipts, troubleshooting, creating invoices and making payments.
·         Identify opportunities and processes that create a positive impact on the customer’s experience and efficiencies for the team.
·         Ensure all functions and details are complete for successful course fulfilment.
·         Provide maintenance and documentation of customer transactions to support them through the customer experience and journey.
·         Maintain pertinent course enrolment and sales metrics.
·         Coordinate workload between various team members.
On a daily basis, the CRM would answer the phones, respond to incoming customer calls from students and consistently and efficiently resolve incoming issues while document all customer communications and resolutions in our system.  Additionally, the CRM would also follow through with other employees of the business outside their team to ensure that customer issues are properly handed off and addressed.  Often the CRM will also back up the sales team with incoming sales inquiries during heavy call times.
 
QUALIFICATIONS AND SKILLS
·         High school diploma and three years of related customer service or strong administrative organizational experience. Associates Degree in a related business field preferred.
·         Highly organized, with meticulous attention to detail.
·         Able to handle multiple and mixed priorities.
·         A consultative approach to develop recommendations based on team and student needs.
·         Ability to quickly learn new tools and technologies.
·         Ability to work with little direction, meet deadlines, and prioritize duties.
·         Superb writing, communication and grammatical skills
·         Strong teamwork skills with ability to offer suggestions and improvements to processes and work effectively with all personalities.
·         Good presentation and speaking skills.
·         Proficient in Microsoft Word, Microsoft Excel, MS Outlook, Google Documents and web-based project management tools.  NetSuite or other CRM software a plus.