Client Relationship Manager
1 week ago
**Client Relationship Manager (“CRM”)**
Central to our Organization, CRM’s are the link between the operations teams and the clients, working with different people in the organisation to ensure that customers are satisfied with all our services.
You are an excellent communicator, who can grasp customer needs quickly. If you have an operational background and interested in moving to a Client Facing role delivering outstanding client service, in the best CRM team in the industry, then we want to speak to you.
**The Role & Key Responsibilities**
- You will have to develop a deep understanding of the clients’ strategy, goals and future demands, being responsible for maintaining existing client book and ensuring that the revenues of the client portfolio grow, both in volume and in profitability.
You will achieve this by ensuring a high standard of service delivery and identifying growth opportunities.
- **Target Outcome of the Role and the CRM Team**
- Relationship Management
- Building excellent long-term relationships with existing clients, maintaining regular exchange with them and advising them on how Apex can support their growth plans;
- Answering clients’ questions in a solution oriented manner;
- Collecting regular feedback from clients and share it with the internal teams as appropriate;
- Managing, monitoring and assuring client satisfaction;
- Collaborating with internal teams to address customers’ needs;
- Revenue Growth
- Identifying cross selling opportunities with existing clients;
- Assuring Apex is and remains client’s preferred partner;
- Client profitability
- Assessing and assuring client profitability;
- Assisting in cash collection;
- Monitoring scope of service;
**The CRM team primary day to day role;**
- Represent Apex Group to the client for all services / segments
- Primary point of contact adding value to the client relationship
- Manage current issues / head off future issues with their clients
- Engaging with Senior Management within Apex Management to ensure successful delivery
- Prepare and plan client engagement effectively
- Identify client needs and bring Apex solutions to the client
**The CRM team tasks;**
- Primary point of contact for clients, including query escalations
- Developing C-Suite / Key Contact relationships with clients
- CRM / Account Plan Creation
- SLA / KPI monitoring in partnership with Operations and Product. Ensure the clients view of the service matches the Apex view of the service.
- Cross Segment / Pillar coordinating and collaboration
- Establish client communication matrix / escalations route are in place / Happiness reviews are in place and logged in the CRM Account Plan
- Board Directorship Responsibility
- Revenue enhancement - cross selling of products and services to existing clients
- Financial discipline - debtors, billing, fees, pricing, profitability, scope analysis
- Manage SLA breaches, conflict, communications to the Client ensuring matters are resolved rapidly
- Onboarding - work alongside onboarding / sales to establish new client setup
- Project manage new initiatives or client remediation plans / changes being rolled out
- Ensure CHR rating of the client is accurate and matches the views of the client
- Assist in the resolution of complex matters adding value to our clients
- Participate in new client pitches presenting the CRM model alongside Sales, Product, Operations.
- Responsibly manage your pipeline on Salesforce Monthly
- Operation Salesforce in accordance with Apex Policy
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