Client Relationship Manager

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

📋 Description

• Cultivate a comprehensive understanding of client aspirations and business objectives, positioning HCM software optimization as a pivotal solution.

• Act as the client's representative within the organization, ensuring their requirements are prioritized and fulfilled.

• Represent the client's voice within the organization.

• Establish and nurture robust relationships with client leadership to enhance their overall experience and satisfaction.

• Formulate and implement effective strategies for client retention and satisfaction, leveraging feedback to propel continuous improvement.

• Acknowledge and celebrate client milestones to fortify relationships.

• Manage a portfolio of complex client engagements, ensuring that Key Performance Indicators are achieved or surpassed while effectively utilizing internal tools and resources.

• Employ analytics to assess client health scores, monitor engagement metrics, and pinpoint at-risk clients for focused retention initiatives.

• Proactively identify potential issues in client relationships and devise action plans to mitigate risks, collaborating with cross-functional teams as required.

• Discover opportunities to enhance internal processes and efficiencies to promote the financial success of the client relationship.

• Act as an informal leader within the organization by mentoring and guiding colleagues, fostering a collaborative and high-performing culture.

• Develop strong cross-functional relationships to effectively address client needs and ensure transparency across teams.

• Monitor and track request turnaround times, budgets, and deliverables, keeping all stakeholders informed and accountable as appropriate.

• Efficiently manage client escalations, ensuring swift resolution of issues while maintaining clear communication with all involved parties.

• Create action plans to tackle concerns and avert future occurrences.

• Collaborate with the sales team to uncover upsell or cross-sell product/service opportunities.

• Stay updated on industry trends and major competitor activities, providing valuable insights and recommendations to clients.

• Prepare and deliver Executive Business Reviews (EBRs) to key decision-makers, showcasing successes, future initiatives, and growth opportunities.

⛳️ Requirements

• 3-5 years of experience in the HCM industry, client relationship management, project management, program management, or a comparable role preferred.

• Passion for driving positive change and delivering outstanding client experiences.

• Strong sense of ownership; ability to empathize with clients during challenging conversations.

• Capability to adapt messages for diverse audiences.

• Exceptional written and verbal communication skills.

• Strong analytical skills with the ability to utilize data for informed decision-making.

• Proficiency in basic MS Office tools (Word, Excel, Outlook, PowerPoint).

• Experience in preparing and presenting to executive-level stakeholders.

🏝️ Benefits

• Health insurance (medical, dental, vision, and life)

• Voluntary benefits

• Pet insurance

• Retirement plan

• PTO