Client Relationship Manager - PSG

Overview

Great America Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, principle-centered business philosophy and team-based operating approach are key to our success and growth.

Position Summary 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 includes ensuring the continued growth and success of existing client relationships and the effective onboarding of new client relationships originated by sales. This is a true hybrid position, requiring both external client relationship ability and 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 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 business person with the 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:

• Develop and maintain loyalty over the long term with key clients. This will be achieved by gaining a deep understanding of the client’s business and encouraging joint projects that are strategically important to the client.
• Champion client requests and issues, ensuring efficient and effective solutions.
• Management of GPSG internal Standard Operating Procedure for each client.
• Work with the GPSG operations team to 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 the status of relationships.
• Facilitate scheduled calls/meetings with clients to ensure servicing standards and expectations are met.

• 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 onboarding new clients.
• Work with GPSG operations team to ensure that all onboarding steps are well documented within the SOPs.
• Facilitate scheduled calls/meetings with clients to ensure onboarding is on schedule and meets needs.

• Utilize internal GPSG client request portal to track and document all client issues and requests.
• Coordinate with GPSG operations teams to ensure key accounts receive the appropriate level of service.
• Work with the GPSG operations team to establish policies and standards of service and monitor performance.
• Provide updates to internal teams with important client news and 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 self-directed person with strong communication, analytical and problem-solving skills.

• Strong communication and relationship-building skills; ability to influence without authority.
• Ability to work with internal stakeholders to build consensus on key elements of strategy.
• Demonstrated ability to oversee multiple projects with conflicting objectives and priorities.
• Entrepreneurial attitude and ability to thrive in a fast-paced environment.
• Minimum 5 years of experience in a client relationship management role.
• Bachelor’s degree or equivalent required.

• Honesty/Integrity, Customer Oriented, Accountability, Tenacious
• Communication Skills (Oral & Written), Adaptability, Decision Making
• Detail Oriented, Active Listening, Persuasive, Problem Solving, Project…