Client Relationship Manager

This is a fully remote position, open to applicants in North America.

📋 Description

• Drive the growth and ensure the retention of a portfolio of global clients based in North America.

• Gain insights into clients’ travel and mobility programs, promoting the use of CIBT’s complete range of products and services.

• Cultivate and enhance relationships with various client stakeholders and decision-makers.

• Collaborate with daily client contacts, operations teams, and support teams to enhance program efficiency.

• Oversee the planning and rollout of new client accounts.

• Document and meet client-specific requirements, service level agreements (SLAs), and cultural expectations.

• Track SLA performance and escalate any issues as needed.

• Conduct regular client calls and organize quarterly client review meetings at client office locations.

• Assess customer satisfaction, identify trends, and work with operational leaders to enhance performance.

• Assist business development teams in acquiring new clients, including presentations, meetings, and RFPs.

• Provide training for clients on proprietary technology solutions.

• Discover opportunities to broaden services, such as visa, immigration, legalization, and document automation offerings.

• Introduce technology products and clarify the advantages of API and integration.

• Analyze technology implementation needs and project development costs.

• Offer project management support for implementation schedules, milestones, owners, and resources.

• Create and monitor onboarding, implementation, and business review activities in Salesforce.

• Record correspondence and upload signed agreements and enrollment documents.

• Keep track of business and financial news for potential new client opportunities.

• Collaborate with colleagues globally to enhance client services.

• Achieve 100% client retention, 5–10% growth in portfolio size, and maintain at least 97% client satisfaction.

• Identify clients needing services beyond North America and assist with their implementation.

⛳️ Requirements

• At least 5 years of relevant experience in visa services, travel, or relationship management.

• A university degree is preferred but not mandatory.

• A comprehensive understanding of technology trends within the industry.

• Ability to demonstrate how CIBT technology solutions benefit clients through API and other integration techniques.

• Must be located in North America.

• High levels of motivation, enthusiasm, and initiative.

• Experience in collaborating across functions and teams to achieve successful business outcomes.

• Outstanding communication skills.

• Strong verbal communication abilities.

• Must present professionally to clients.

• Self-motivated with a desire to take ownership and show commitment to the role.

• Familiarity with Salesforce.

• Knowledge of visas, immigration, and mobility programs.

• Ability to assess end-user applications, system integrations, and data security requirements.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• 401(k) Retirement Plan with Company Match.

• Flexible Spending Accounts and Health Savings Account.

• Life Insurance, Short-Term Disability, and Long-Term Disability Coverage.

• Company Paid Holidays and Paid Time Off.

• Paid Parental Leave.

• Pet Insurance.

• Travel Assistance Services.

• Legal and Identity Theft Protection Plans.

• Commuter Benefit Subsidy.

• Employee Recognition Programs.

• Referral Bonus Opportunities.

• Work from home expected.

• Travel up to 25% of the time.