Job Summary

The Client Relationship Manager is responsible for accelerating growth and assuring the retention of a portfolio of global clients headquartered across North America. The Client Relationship Manager will be accountable for working with their clients to fully understand their travel and, where applicable, mobility programs with a focus on increasing the client's usage of CIBT's full line of products and services. The Client Relationship Manager will be responsible for nurturing and expanding relationships for with multiple client stakeholders and decision-makers, while collaborating with day-to-day client contacts to optimize the overall program. The Client Relationship Manager will be expected to work closely with our operations team and client, in a remote capacity. The success of this position will be measured by the expansion of this unique travel solution including client facing technology and case management systems across a targeted list of existing and prospect targets.

The Client Relationship Manager will be accountable to achieve the client's program objectives by working with colleagues across the company's global footprint to realize the highest levels of satisfaction and engagement.

This role will require flexibility in work assignment- work from home will be expected with travel up to 25% of the time.

Specific Job ResponsibilitiesAchieves Client Retention by Delivering the Highest Levels of Client Satisfaction:

• Leads planning and implementation of new clients. Works with the Operations and support teams to ensure this is achieved smoothly and efficiently.
• Ensures that client-specific requirements, SLAs, and culture are centrally recorded and achieved. Monitors performance against these SLAs and escalates where necessary to ensure that all client expectations are met.
• Communicates with the client:
  • Holds frequent calls with clients to review and ensure that all client needs are being addressed.
  • Structures meaningful client review meetings (typically held on a quarterly basis) in person at the client's office location.
• Monitors customer satisfaction as reported via client surveys and correspondence; identifies trends and works with operational leaders to continually improve performance.
• Ensures that operational teams fully address any issues the satisfaction of the client.
• Supports the company's business development teams in winning new clients - including attending presentations/meetings and participating in RFPs.
• Trains clients to use the company's proprietary technology solutions.
• Understanding of technology trends within the industry and can clearly articulate to clients the company's technology solutions and can explain the benefits to clients through API and other integration methods.

Identifies Opportunities for the Expansion of Services:

• Develops a strong understanding of the client's travel and mobility programs and uses this to identify additional areas where CIBT can assist including the extension of service offerings from CIBTvisas to immigration support.
• Ensures that clients are aware of and utilizing the full range of CIBT services, including Premium/Executive Service, or other immigration technology platform.
• Introduces new CIBT products specifically around technology in travel, immigration, legalization and export/trade document automation.
• Understands client needs in visas, immigration and mobility aspects, and how CIBT can delivery technology solution to close existing program gaps and address program needs.
• Evaluates and gather information such as end user application, existing system integration, and data security requirements to determine what CIBT technology can be implemented and forecasting possible development expenses to identify overall cost of opportunity.
• Provides project management support with internal teams to define client implementation project timeline, critical milestone, task owner and resource requirements to ensure go-live date is met and service delivery model meeting Scope of Work contracted.
• Creates, logs, tracks all client onboarding, implementation and business review activities in Salesforce. Log all written correspondence, and upload signed agreements/enrollment documents.
• Monitors business and financial news to identify new client opportunities. E.g., expansion, mergers and acquisitions, new market entries, and other needs that CIBT can address.
• Works with colleagues in other CIBT offices around the world to expand services for their clients to include services in North America.

Performance Measurement:

• Achieve 100% client retention.
• Achieve 5 - 10% growth within portfolio of clients.
• Utilization rate of value-added services.
• Increased net revenue per unit for client portfolio.
• Achieve at least 97% client satisfaction within portfolio.
• Proactively identify clients that require services outside of North America and assist with implementing those services.

Education and Experience:

• Minimum of 5 years of relevant experience in visa services, travel or relationship management.
• University degree (preferred but not required).
• Thorough understanding of technology trends within the industry, and ability to illustrate how CIBT technology solution can benefit clients through API and other integration methods.
• Located in North America.
• High level of motivation, enthusiasm and initiative.
• Experience working across functions and teams, driving successful outcomes for the business.
• Exceptional communication skills. Confident in verbal communication skills. Must present well to clients.
• Self-starter with desire to show ownership and commitment to role.

Compensation & Benefits:

• Salary Range: $110,000 - $120,000 (depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors)
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Flexible Spending Accounts and Health Savings Account
• Life Insurance, Short-Term Disability, and Long-Term Disability Coverage
• Company Paid Holidays and Paid Time Off
• Paid Parental Leave
• Pet Insurance
• Travel Assistance Services
• Legal and Identity Theft Protection Plans
• Commuter Benefit Subsidy
• Employee Recognition Programs
• Referral Bonus Opportunities