Customer Relationship Manager Role
The ideal candidate will possess experience in managing customer support teams and developing customer service processes. By overseeing the day-to-day operations of the department, they will be responsible for ensuring that our customers receive excellent service and that their needs are being met in a timely and efficient manner.
Responsibilities:
* Manage a portfolio of customers and lead a customer service team.
* Develop strategic partnerships with key customers to maintain long-term relationships.
* Gain a thorough understanding of key customer needs and requirements.
* Act as a liaison between key customers and internal teams to ensure effective alignment models, communications, and reporting cadence.
* Resolve any issues or problems faced by customers and address complaints to maintain trust.
* Prepare regular reports on day-to-day operations metrics and forecasts.
* Expand relationships with existing customers by continuously proposing solutions that meet their objectives.
* Maintain up-to-date knowledge of company products and services, as well as industry trends and competitor information.
* Identify opportunities to improve the customer experience and make recommendations to leadership.
* Develop strong relationships with customers to build loyalty and repeat business.
* Analyze customer data to identify trends and areas of improvement to contribute to strategy planning.
* Develop strategies to increase customer satisfaction and retention.
* Stay abreast of new technology and solutions that can improve customer service delivery.
* Manage projects related to customer service initiatives.
* Collaborate with other business functions, including Continuous Improvement, PMO, and Operations, to achieve customer account objectives.
* Conduct quality assurance surveys to demonstrate customer satisfaction and drive continuous improvements.
* Resolve customer queries within agreed SLAs.