Position OverviewThe Client Relationship Manager role is crucial in ensuring our clients' expectations are met while building strong, lasting business relationships. The CRM will act as a bridge between the client and internal teams, advocating for client success by ensuring the client feedback is heard and addressed throughout the organization. The CRM will strive to enhance client satisfaction, retention, and business growth through strategic account management and exceptional service delivery.
Key Responsibilities | Essential Job FunctionsClient Relationship Management:- Develop a deep understanding of client goals and business objectives, positioning HCM software optimization as a strategic solution.
- Act as the client's 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.
Client Success Strategies:- 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.
Internal Collaboration:- 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.
Value Add Services:- 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.
Qualifications, Education, and Experience- 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.
Key Performance Indicators (KPIs)- Net Promoter Score (NPS): Measure client loyalty and likelihood to recommend our services.
- Client Satisfaction: Assess client satisfaction ratings based on client feedback and surveys.
- Client Retention Rate: Track the percentage of clients retained over a specific period.
- Book of Business: Monitor the revenue-generating client list, focusing on managing complexity and annual contract value.
Cognitive and Physical Demands- Daily/majority of the day: sitting, computer work, screen time, keyboarding, typing, wrist flexing/extension and other repetitive movements
- Daily/consistent: Use of professional judgement in alignment with HCM Unlocked values and policies, ability to communicate effectively verbally and written, translate high level instructions into an executable process flow, and to complete medium to large projects with minimal assistance and supervision.
- Frequently: Learning new software applications and recalling important processes
Compensation & BenefitsThe salary range for this position is $90,000-$95,000 per year. This range is based on relevant experience, skills, qualifications, and market data, and represents our good faith estimate at the time of posting. We offer a comprehensive benefits package including health insurance (medical, dental, vision, and life), voluntary benefits, pet insurance, retirement plan, and PTO.
