Client Relationship Manager - PSG

Great America Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth.
** We are Looking to Add a Key Member to Our Portfolio Services Group!
** As an integral component of the Great America Portfolio Services Group (“GPSG”) team, the Client Relationship Manager (“CRM”) is responsible for maintaining and enhancing the relationship between GPSG and key external clients. This will include ensuring the continued growth and success of existing client relationships, as well as the effective onboarding of new client relationships that have been originated by sales.

This is a true hybrid position, requiring both external customer relationship ability, as well as strong internal communication and coordination skills. The CRM will work closely with GPSG clients to understand their unique needs and day-to-day operational issues. Once the client’s needs or issues are understood and documented, the CRM will own the follow-up, working closely with the GPSG internal operational team to ensure a good outcome for the client.

Ultimately, the CRM is a strong businessperson, with a capacity to understand key client needs or issues and the organizational skills to ensure strong delivery

There are three primary functions expected with the Client Relationship Manager role:
*** Existing Client Relationship Management (emphasis on 5 largest clients)
**** Develop and maintain loyalty over the long-term with key clients. This will be achieved by gaining a deep understanding the client’s business, and encouraging joint projects that are strategically important to the client
* Champion client requests and issues, ensuring efficient and effective solution
* Management of GPSG internal Standard Operating Procedure for each client
* Working with GSPG operations team, ensure that all interactions with clients are well documented
* Prepare communication plans to keep clients up to date with developments in the Company.
* As necessary, arrange meetings and lead presentations with clients to review status of relationships
* Facilitate scheduled calls/meetings with clients to ensure servicing standards and expectations are met
*** New Client Relationship Onboarding
**** Management of Onboarding Process for new client relationships
* Create and update a clearly documented onboarding plan
* Refinement of Onboarding Process to develop long-term scalable solutions for the onboarding of new clients
* Working with GSPG operations team, ensure that all onboarding steps are well documented within the SOP’s
* Facilitate scheduled calls/meetings with client to ensure onboarding is on schedule and meeting needs
*** Internal Communication and Coordination with GPSG operations Team
**** Utilizing internal GPSG client request portal, track and document all client issues and requests
* To ensure that key accounts receive the appropriate level of service, the CRM coordinates with the GPSG operations teams that deal directly or indirectly with clients
* The CRM works with the GPSG operations team to ensure the establishment of policies and standards of service for each department and monitors the operation’s performance
* Updates internal teams with important client news and gives regular updates during Hudl meetings

This role will apply proven communication, analytical and problem-solving skills.  Regular communication with key stakeholders inside and outside Great America will be crucial.
** This role requires a person that is a self-directed with strong communication, analytical and problem-solving skills.
**** As a Client Relationship Manager, you will:**
* ** Relationship Management:**  + Provide ownership and single point of contact for key client relationships  + Build and manage strategic relationships with appropriate counterparts within GPSG client’s business  + Occasional travel will be required for strategic partner visits, client visits and industry events  + Keep abreast of new industry developments that will have an effect on…