Client Relationship Manager

Description

Job Summary:

We are seeking an initiative-taking and purposeful Customer Relationship Manager to join our dynamic team. The ideal candidate will be responsible for developing and maintaining long-term relationships with our customers. This role involves understanding customer needs, ensuring their satisfaction, and providing exceptional service to maximize customer retention and loyalty.

Essential Duties And Responsibilities

• Customer Engagement:
  
  

Build and maintain strong, long-lasting customer relationships.

Serve as the lead point of contact for all customer account management matters. Conduct regular check-ins with customers to ensure they are satisfied with our products/services.

• Customer Retention and Loyalty:
  
  

Develop and implement strategies to improve customer retention and loyalty.

Churn

Address customer concerns and complaints promptly and effectively.

Monitor customer satisfaction levels and take initiative-taking measures to address any issues.

• Account Management:
  
  

Understand customer needs and objectives to provide tailored solutions.

Identify and assess opportunities to upsell or cross-sell products/services.

Prepare and present reports on account status and performance metrics.

• Collaboration:
  
  

Collaborate with sales, marketing, and product development teams to ensure a seamless customer experience.

Function as a customer advocate within the company to ensure customer needs are met.

• Customer Feedback and Improvement:
  
  

Gather and analyze customer feedback to inform product and service improvements.

Participate in the development and implementation of customer satisfaction initiatives.

• Communication and Coordination:
  
  

Function as a liaison between customers and internal teams (e.g., sales, marketing, product development).

Communicate customer feedback and requirements to relevant departments.

Collaborate with marketing to develop customer communication plans and campaigns.

• Event Management:
  
  

Organize and participate in customer events, such as webinars, workshops, and product launches.

Plan and execute customer appreciation events to strengthen relationships.

• Documentation and Reporting:
  
  

Renewals, QBRs, EBRs...

Maintain accurate records of customer interactions and transactions.

Prepare regular reports on customer activities, issues, and resolutions.

The above statements cover what are believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a different combination of duties.

Requirements

Education and Experience:

• Bachelor’s degree in business administration, Marketing, or a related field.
• Proven experience as a Customer Relationship Manager or in a similar role.
• Strong interpersonal and communication skills.
• Excellent problem-solving abilities and diligence.
• Ability to manage multiple projects and meet deadlines.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong organizational and time management skills.
• A customer-oriented attitude and a passion for delivering exceptional service.
  
  

Technical Knowledge

• Strong networking and technical aptitude in the implementation, delivery, and support of Managed Services
• Proficient in the Microsoft Office Suite – Specifically Excel, PowerPoint, and Visio
• Familiarity with CRM systems and practices
• Ability to bridge gaps between technology and end users.
• Understanding of data centers, cloud environments, software applications and networking highly desired
• General software and hardware knowledge of computing, storage and peripheral devices preferred.
• Experience with knowledge base systems preferred.
• Broad high-level knowledge of Microsoft enterprise products and solutions including Exchange, SQL, SharePoint, Office 365, Azure and other Enterprise Solutions preferred.
• Knowledge of Cisco, VMware, and storage technologies
• Knowledge of networking terminologies and applications
• Organized with the ability to manage time effectively to drive outstanding items to completion.
  
  

Working Conditions

• Office environment
• Noise level in work environment is usually moderate.
• Must be able to remain in a stationary position 90 percent of the time.
• Ability to speak and hear on telephone headset.
• Ability to observe and manipulate two computer screens simultaneously for extended periods.
  
  

Travel Requirements

10%

Compensation: The compensation for this position is $81,000-121,500 annually. Final offer amounts are determined by multiple factors including experience and skillsets.

Information Security

To protect the security of Ark and its customers, it is necessary that this position perform duties in a security conscious manner and protects the privacy and confidentiality of company assets including but not limited to, networks, business information and customer data. All Ark employees are held accountable for the security of their specific job-related activities in accordance with company policy. Any Ark employee who willingly and deliberately violates company policy will be subject to disciplinary action up to and including termination of employments and/or civil or criminal legal action.

Ark is an Equal Opportunity Employer