The Client Relations Manager - Military Operations is responsible for overseeing all aspects of Reading, Billing, and Collection (RBC) operations within Minol's Military Housing Division for assigned client portfolios. This role ensures the accurate and efficient execution of utility billing programs across Army, Navy/Marine Corps, and Air Force housing communities while maintaining strict compliance with each branch's utility billing policies.
The position serves as the primary liaison for corporate, regional, and on-site client stakeholders, driving operational excellence, client satisfaction, and long-term partnership success. The Client Relations Manager leads program onboarding, manages client-requested changes, oversees billing operations, analyzes key data trends, and ensures timely and accurate reporting.
In addition, this role plays a critical part in revenue growth, portfolio profitability, and client retention by developing relationship management strategies and delivering a high level of customer support.
Key Responsibilities
- Oversee daily RBC (Reading, Billing & Collections) operations for the Military Housing Division.
- Coordinate implementation of new programs, client integrations, and requested modifications.
- Serve as primary point of contact for corporate, regional, and site-level military housing partners.
- Ensure compliance with Army, Navy/Marines, and Air Force utility billing regulations and policies.
- Manage billing cycles, data accuracy, reporting requirements, and overall operational efficiency.
- Develop and execute account management strategies focused on client satisfaction and retention.
- Produce accurate and timely client reports, dashboards, and data analyses.
- Drive revenue generation initiatives and contribute to portfolio growth and profitability.
- Monitor service performance and address customer service escalations as needed.
- Build and maintain strong, transparent, long-term client relationships.
- Identify process improvements and collaborate cross-functionally to optimize service delivery.
Required Qualifications- Bachelor's degree in Business Administration, Management, Operations, or a related field; equivalent experience may be considered.
- 5+ years of experience in client relations, account management, or operations management.
- Experience managing utility billing, housing operations, or similar data-driven service programs.
- Proven ability to manage complex client portfolios and maintain strong long-term partnerships.
- Strong understanding of project coordination, process improvement, and operational workflows.
- Demonstrated experience leading cross-functional initiatives and driving client-focused outcomes.
Preferred Qualifications- Experience working with military housing, government contracts, or regulated environments.
- Familiarity with utility billing systems, meter data, or RBC (Reading, Billing & Collections) processes.
- Prior experience managing revenue-generating programs or improving portfolio profitability.
- Knowledge of Army, Navy/Marine Corps, or Air Force utility billing policies is a plus.
Key Skills & Competencies- Client Relationship Management: Ability to build trust, communicate effectively, and manage expectations with corporate, regional, and on-site stakeholders.
- Operational Excellence: Strong organizational and process-management skills with the ability to ensure accurate, timely, and compliant program delivery.
- Analytical Ability: Proficiency in reviewing billing data, identifying trends, troubleshooting issues, and preparing actionable reports.
- Communication Skills: Exceptional written and verbal communication skills; able to present complex information clearly.
- Leadership & Collaboration: Ability to influence cross-functional teams and coordinate multiple groups toward shared objectives.
- Problem Solving: Strong critical thinking skills and the ability to resolve escalations and operational challenges quickly.
- Technical Proficiency: Comfortable working with billing platforms, CRM systems, spreadsheets, and reporting tools.
- Customer Service Orientation: Demonstrates a commitment to client satisfaction, responsiveness, and service quality.
- Adaptability: Able to work in a dynamic environment with shifting priorities and client needs.
- Attention to Detail: Ensures accuracy across billing cycles, data management, and reporting.
