Customer Relationship Manager

1 month ago

Montreal, Quebec, Canada Nurun Full time
Job Description

The Senior Customer Partner, Team Lead is responsible for leading a team dedicated to managing customer relationships, maximizing customer satisfaction and achieving the agency's financial objectives. This role is crucial to ensuring collaboration between the company and its customers, while supporting the development and growth of the team.

Key Responsibilities:
  • Strategy and Business Development:
    • Advise customers on their business challenges related to technology and digital transformation.
    • Participate in the development of strategies for business proposals affecting customers.
    • Organize and lead planning sessions related to portfolio activities.
    • Monitor project progress according to specifications and customer expectations.
    • Develop and maintain strong business relationships with customers.
    • Ensure sustained growth and profitability of customer portfolio.
    • Collaborate with the team and various internal departments to identify growth opportunities and develop strategies to seize them.
    • Analyze market trends and customer performance to inform strategic decisions.
    • Contribute to the development of customer business plans and help define growth and service objectives.
  • Leadership and Team Management:
    • Lead, motivate and coach a team of customer partners to achieve performance objectives.
    • Ensure professional development of team members through training and mentoring.
    • Identify and implement process improvements to increase efficiency and quality of customer service.
    • Monitor key performance indicators (KPIs) and propose corrective actions where necessary.
Qualifications:
  • Minimum 5-7 years' experience in an account management or customer service role, with at least 2 years in a leadership position.
  • Agency experience is an asset.
  • University degree in a related field, whether communications, marketing or administration.
  • Flawless French/English bilingualism.
  • Ability to work in a dynamic environment and manage multiple priorities simultaneously.
What Sets You Apart:
  • Business Creativity: You read between the lines and understand customer needs even before they themselves know.
  • Diplomacy: You are the customer's representative within Nurun and Nurun's representative within the customer. Your diplomatic skills will be put to the test.
  • A Lighthouse in a Storm: You see change as a challenge, and are able to motivate customers and internal teams to face up to it alongside you.
  • Crisis Management: Crisis management is a time of high excitement for you, and it's in these situations that you're at your best.

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