Technology Consulting & Managed Services
Client Relationship Manager
Location
Florida
Posted
8 days ago
Salary
$90K - $95K / year
Seniority
Senior
Job Description
Client Relationship Manager
HCM Unlocked
• Develop a deep understanding of client goals and business objectives, positioning HCM software optimization as a strategic solution. • Act as the clients advocate within the organization, ensuring their needs are prioritized and met. • Serve as the voice of the client within the organization. • Build and maintain strong relationships with client leadership to enhance their experience and satisfaction. • Develop and implement effective strategies for client retention and satisfaction, utilizing feedback to drive continuous improvement. • Recognize and celebrate client milestones to strengthen relationships. • Own a book of complex client engagements, ensuring that Key Performance Indicators are met or exceeded while efficiently using internal tools and resources. • Utilize analytics to monitor client health scores, track engagement metrics, and identify at-risk clients for targeted retention efforts. • Proactively detect potential issues to client relationships and establish action plans to mitigate risks, collaborating with cross-functional teams as necessary. • Identify opportunities to improve internal processes and efficiencies to drive financial success of the client relationship. • Serve as an informal leader within the organization by mentoring and guiding colleagues, fostering a collaborative and high-performing environment. • Build strong cross-functional relationships to address client needs effectively and ensure transparency across teams. • Track and monitor request turnaround times, budgets, and deliverables, keeping all stakeholders informed and accountable as applicable. • Effectively manage client escalations, ensuring prompt resolution of issues while maintaining clear communication with all parties involved. • Develop action plans to address concerns and prevent future occurrences. • Partner with the sales team to identify upsell or cross-sell products/services opportunities. • Stay informed on industry trends and major competitor activities and initiatives, providing valuable insights and recommendations to clients. • Prepare and present Executive Business Reviews (EBRs) to key decision-makers, highlighting successes, future initiatives, and opportunities for growth.
Job Requirements
- 3-5 years of experience in the HCM industry, client relationship management, project management, program management, or a similar role preferred.
- Enthusiasm for driving positive changes and delivering exceptional client experiences.
- Strong sense of ownership; ability to be empathetic towards the client when faced with tough conversations.
- Being able to tailor messages to all audiences.
- Exceptional written and verbal communication skills.
- Strong analytical skills with the ability to leverage data for decision-making.
- Proficiency in basic MS Office tools (Word, Excel, Outlook, PowerPoint).
- Experience preparing and presenting to executive-level stakeholders.
Benefits
- health insurance (medical, dental, vision, and life)
- voluntary benefits
- pet insurance
- retirement plan
- PTO
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