CRM Manager

Company Description

SGS is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognized as the global benchmark in quality and integrity. With over 97,000 employees in 130 countries and operating a network of more than 2,400 offices and laboratories, we provide services to almost every industry by assuring quality and safety of products and services.

Trusted all over the world, SGS is a market leader because we put 100% passion, pride and innovation into everything we do. We encourage new ideas. We welcome people who challenge the way we do things. And we will be 100% committed to helping you reach your full potential.

• Split role supporting customer growth and retention (50%) and operational/back-office execution (50%) for the Americas
• Own day-to-day customer coordination while ensuring internal processes (contracts, invoicing communication, documentation) run smoothly
• Act as the central connector between Sales, Marketing, and Brand Services to deliver a consistent, high-quality customer experience

• Serve as the primary relationship owner for assigned customers across North, Central, and South America
• Conduct regular check-ins with all existing customers (cadence agreed by segment: quarterly/monthly/as needed)
• Maintain a structured account plan per customer (goals, stakeholders, open actions, renewal dates, risks, growth opportunities)
• Identify and execute sell-in opportunities (add-on services, upgrades, new sites/brands, expanded scope, renewals)
• Coordinate onboarding for new customers and ensure a smooth handoff from Sales to ongoing account management
• Lead recurring customer touchpoints:
  • business reviews (QBRs/MBRs)
  • project updates and timeline alignment
  • success metrics and value realization discussions
• Gather customer feedback, address issues early, and drive resolution by coordinating internal teams
• Track customer health (usage, satisfaction signals, renewal likelihood) and proactively mitigate churn risk
• Ensure consistent messaging and customer-facing materials in partnership with Marketing and Brand Services
• Represent the “voice of the customer” internally and translate customer needs into actionable next steps
• Manage stakeholder mapping: keep an up-to-date view of decision makers, influencers, and operational contacts

• Create, update, and manage customer contracts (new agreements, amendments, renewals, scope changes)
• Coordinate contract workflows (internal approvals, legal review, signature routing, filing, version control)
• Maintain key commercial records and ensure data accuracy in CRM/ERP (account details, pricing, terms, key dates)
• Support invoice-related communications:
  • confirm PO requirements, billing details, and invoicing contacts
  • follow up on invoice status and payment progress
  • troubleshoot invoicing discrepancies with Finance/AR and the customer
• Monitor renewals and key dates:
  • renewal notifications
  • pricing updates
  • scope and term changes
• Prepare customer-ready documentation (order forms, statements of work, contract summaries, change logs)
• Maintain shared folders/knowledge base resources for customer documentation and internal references
• Support internal reporting (pipeline support, renewal forecasts, customer status summaries, action trackers)
• Ensure compliance with internal processes and audit readiness (complete documentation, consistent recordkeeping)

• Act as the central coordinator connecting Sales, Marketing, and Brand Services activities for each customer
• Align internal teams on customer priorities, timelines, deliverables, and responsibilities
• Coordinate customer-facing campaigns, events, and communications (webinars, trade shows, announcements)
• Ensure smooth internal handoffs:
  • Sales → CRM (post-signature transition)
  • CRM → Brand Services (implementation/service delivery coordination)
  • Brand Services → CRM (ongoing support, improvements, renewal readiness)
• Run internal account huddles as needed (agenda, action items, follow-ups, accountability)
• Keep customer communications consistent, professional, and…