Client Relationship Manager

The purpose of a Customer Relationship Manager is to build relationships with clients to ensure that their needs are met, they are satisfied with the services and/or products provided by the company and any challenges are overcome.

• Effectively maintains and retains existing customers by building long‑term relationships.
• Develop positive relationships with clients.
• Act as point of contact and handle customer’s individual needs.
• Generate new business using existing & potential customer network.
• Builds customer base by meeting with potential clients and educating them on the benefits of our products.
• Responds to all inquiries, cancellation requests, and sales requests within specified timeframe.
• Follow up with clients on issues that have been resolved to ensure that the relationship is dealt with in a professional manner.
• Completes proactive customer “good will” calls.

• Liaise with technical on client issues and resolutions.
• Arrange site inspections.
• Arrange demo equipment for testing purposes.
• Put proposals together for clients to correct issues in relation to.
• Meet with clients to discuss issues and how best to resolve these.
• Liaise with Solutions architect on best solutions for clients who wish to cancel based on queries or request from Service Delivery division.
• Ensure that technical and sales meet any obligations they made to clients in meetings.
• Review support tickets and red flag clients that are having continuous problems, in order for technical team to arrange pro‑active meetings before things escalated.
• Get quotes for onsite support that falls out of SLA’s.
• Propose new SLA’s to clients who have frequent tickets, but no SLA in place.

• Meet with Channel partners to work through rules of engagement and current projects.
• Meet with channel partners to discuss forecasts for planning purposes.

• Participates in continued education to learn about new products and improved sales techniques.
• Tracks personal sales statistics and submits them to Sales Manager for period reviews.
  • Report on status of accounts & customers.
  • Set and track sales account targets, aligned with company objectives.
  • General office administration.
• Requirements for Position
  • Accuracy in carrying out assignments
  • Possesses skills and knowledge to perform the job competently
  • Planning, organizing and prioritizing skills
  • Holds self‑accountable for assigned responsibilities; sees tasks through to completion in a timely manner
  • Proficiency at improving work methods and procedures as a means toward greater efficiency
  • Communicates effectively with superior, peers and clients
  • Ability to work independently
  • Ability to work co‑operatively with supervision or