Customer Relationship Manager

DEX

JOB DESCRIPTION Job Title Customer Relationship Manager Job grade

Job Department Sales Job  Sub - Department Sales Job  CodeCRMEffective Date
03/01/2025

JOB SUMMARY The Customer Relationship Manager (CRM) proactively supports and strengthens customer relationships , ensuring satisfaction, retention, and growth. This role involves strategically increasing revenue and profitability through effective engagement with existing clients, conducting quarterly reviews, optimizing aftermarket profitability, facilitating contract renewals, and independently promoting DEX services, including Managed Print Services and software solutions. The CSM fosters continuous engagement, offering strategic guidance to enhance measurable client outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES Client Relationship Management:

Build and maintain strong, long-term client relationships through proactive communication and personalized service.

Account Growth & Revenue Optimization:

Independently deliver client presentations and discussions to promote DEX services, including Managed Print Services (MPS) and software solutions.

Identify and pursue opportunities to expand services through upselling and cross-selling within existing client accounts.

Contract Renewal & Retention Lead renewal discussions, negotiating favorable terms and identifying early renewal opportunities.

Maintain accurate CRM documentation of client interactions and contract details.

Strategic Account Oversight & Reporting:

Monitor client accounts proactively, identifying potential risks and implementing mitigation strategies.

Develop and deliver insightful, data-driven Business Reviews.

Regularly provide internal stakeholders with updates on account performance, upcoming opportunities, and renewal status.

Collaboration & Process Improvement Partner with internal teams to deliver tailored solutions aligned with client goals.

Contribute to process enhancements and participate in professional development initiatives.

MANAGEMENT AND SUPERVISORY RESPONSIBILITY Typically reports to Management Direct Supervisor job title(s) Typically include:
Team Lead – Customer Relationship Manager JOB QUALIFICATIONS/SKILL REQUIREMENTS Ability to establish and maintain effective working relationships with employees, businesses, and the community.

Ability to communicate clearly and concisely both in oral and written form.

Ability to perform duties with awareness and in accordance with the organization's policies and applicable laws.

To perform this job successfully, an individual should have knowledge of Word Processing software;
Spreadsheet software;
Order processing systems and Contact Management systems.

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Completes additional tasks and assignments as requested by Leadership.

EDUCATION AND EXPERIENCE REQUIREMENTS Bachelor's degree (B.

A.) from four-year college or university is preferred.

One to two years Sales related experience and/or training; or equivalent combination of education and experience WORKING CONDITIONS Regular business hours. Some additional hours may be required.

Travel requirements:
Domestic:
Up to 20%
Climate controlled office environment during normal business hours.

PHYSICAL REQUIREMENTS Sitting

Up to 7 hour(s) a day Lifting

Up to .5 hour(s) a day, up to 50lbs max. ^Walking Up to 2 hour(s) a day Pushing/ Pulling Up to .5 hour(s) a day, up to 50lbs max. ^Standing Up to 4 hour(s) a day Climbing

Up to .5 hour(s) a day Bending/ Squatting/Stooping Up to 1 hour(s) a dayStairs

Up to .5 hour(s) a day Reaching

Up to 2 hour(s) a dayLadder

Will not apply generally

Balancing

Will not apply generally

Step stool

Will not apply generally

Twisting

Up to 1 hour(s) a day Excessive heat exposure

Will not apply generally

Crawling

Will not apply generally

Excessive cold exposure

Will not apply generally

Hands in water

Will not apply generally

Dust exposure

Will not apply generally

Kneeling

Up to 1 hour(s) a day Lound noise exposure

Will not apply generally

Data Entry/Typing Up to 4 hour(s) a day Humidity exposure

Will not apply generally

Unusual hearting or vison demands:
None Specified^Other physical demands or…