Full Job Description
The Cervantes Group is one of the fastest growing international technology project-based companies in the world. See our website: www.thecervantesgroup.com
We are looking for a highly customer-centric individual with excellent relationship management skills who enjoys working through challenges and is capable of building strong relationships and trust. As a Client Relations Manager you will create and nurture long-term relationships with our customers. You will manage a portfolio of different existing clients and resolve any issues that arise to ensure customers are satisfied with our services. In this role, you should be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfill them. If you also have a background in client facing customer service and knowledge of our industry, we’d like to meet you! This is a Strategic and Client facing role where your goal will be to help us safeguard our revenue and retain our customers. You’ll serve as the primary contact between clients and internal departments for the purpose of delivering a superior client experience.
Responsibilities:
Responsible for retention of assigned portfolio within the scope of assigned responsibilities.
Researches client issues and provides effective resolution within guidelines set through department policies and procedures and relevant government regulations.
Prioritizes responsibilities to meet client and business expectations.
You’ll communicate with clients regularly to understand their requirements and expectations, provide updates and ensure proactive and timely resolution of issues as they arise.
Create plans to address clients’ business needs.
Schedule regular meetings with customers to ensure they are satisfied.
Act as point of contact for complaints and resolve issues effectively.
Ensure both the company and clients adhere to contract terms.
Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunities.
Understand the customer’s business goals and technical environment, including software currently used.
Collaborate with the appropriate business functions and teams to assess and recommend technologies that support customer needs.
Complete analysis and present periodic reviews of operational performance to customer leadership.
Lead onboarding projects to help bring new accounts onto the platform.
Communicates with assigned clients regularly to understand their current needs and ongoing requirements, provide updates and ensure the proactive and timely resolution of issues as they arise.
Develops and maintains subject matter expertise on overall IT related solutions, products and services and industry compliance requirements to provide timely, professional and knowledgeable customer support.
Maintains accuracy of client information on core business systems.
Protects company and customer information in accordance with company policies and procedures.
Technical Skills and Knowledge:
5-7 years of client facing customer service required
Proven experience as a Client Relations Manager or Relationship Manager
Proven track record of meeting and exceeding targets
Background in customer service; industry knowledge is a plus
Experience tracking relevant KPIs (e.g. customer satisfaction)
Proficient in MS Office, with working knowledge of CRM platforms (e.g. Salesforce)
Excellent communication and negotiation skills
Problem-solving aptitude and ability to work well with a team
Requirements:
Bachelor's Degree - Preferably in computer sciences/engineering, business/finance or other related field
Bilingual in English and Spanish
