Job Description

SR. CLIENT RELATIONSHIP MANAGER:

Minimum Qualifications:

10 years of Heavy Customer Service, Account Management, and Excel.

Job Summary:

The Senior Client Relationship Manager will work alongside key sales team members and report directly to the Chief Technology Officer. This team member will manage large and high-profile customer accounts to ensure ERI is meeting the requirements of their scorecard and MSA. The Senior Client Relationship Manager will also provide guidance to the Client Relationship Assistants and manage workload for these team members.

Duties, Functions and Responsibilities:

The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Guide and assist with the onboarding of complex accounts
Review the setup and process flow for new accounts
Assisting with Quarterly Business Review’s (QBRs)
Assign and review projects and requests shared with the Client Relationship Assistants, ensure quality
Initiate, pursue, and track system & process improvements to Optech and operational flow
Suggest, guide, and grow accounts to increase revenue, efficiency, and stickiness on behalf of the assigned National Account Executive
Quotes for certain customers
Tracking customer contracts and renewals
Reporting back to the customers as needed
Encouraging customers to utilize Optech as much as possible
Customer interaction on maintenance of account
➢ Billing issues
➢ Reporting requests
➢ Logistics issues
Liaison between field and operations, checking on status of jobs, etc. working with Sales Support
➢ Tracking jobs to completion – Following up on the freight and information technology asset disposition (ITAD) holdover reports with the facilities and taking customer inquiries on their jobs (directly or through the reps)
Complete Client Information Form (CIF) including obtaining all billing information, collection sites, etc. from the client.
Answer questions from Client Solutions on CIF; obtain answers from sales team or client if needed
Address Service Level Agreements if needed/established within CIF
➢ Set client up on Optech Portal.
➢ Walk client through Optech Portal to show how to maximize utilization of tool (training)
➢ Organize authorization list to ensure accuracy in Optech
Walk through reporting / reporting access to ensure all information needed is being provided
➢ Provide cheat sheet at conclusion of engagement with names, titles (roles definition), and phone numbers to client
➢ Responsible for all reports requested by the client and any updates / modifications requested during the first 90 days.
Example: Sales Rep, Sales Support, logistics contacts, account contact, compliance contacts (for SB20)
❖ Ensuring billing is accurate for first 60 days by reviewing and comparing to contracted pricing; communicate errors to accounting if necessary;
❖ Schedule service for client for first 60 days;
❖ Update any categories in Optech, and any pricing with CS for components not originally mapped;
❖ Address any invoicing or service issues in first 60 days;
Define method of payment for revenue share remittance and, if checks are to be sent define (address / Point of Contact)
➢ Specialized reporting as required by the customer
➢ Manage pre-approval logs for new SB20 clients
➢ Inquire on identifying customer map, data base repository, decision makers to assist future development efforts
Establish escalation path for each client
➢ Coordinate on-site services/3rd party engagements with vendor as far as scheduling, follow up, and invoicing
Coordinate International Pickups
Participate on sales calls to document customer request/proposed solutions
Work with upper management to develop and track Sales Key Performance Indicators
Any other duties as defined by management