• The purpose of a Customer Relationship Manager is to build relationships with clients to ensure that their needs are met, they are satisfied with the services and/or products provided by the company and any challenges are overcome.

Job Duties

Client Relationship Management

• Effectively maintains and retains existing customers by building long-term relationships.

• Develop positive relationships with clients.

• Act as point of contact and handle customer’s individual needs.

• Generate new business using existing & potential customer network.

• Builds customer base by meeting with potential clients and educating them on the benefits of our products.

• Responds to all inquiries, cancellation requests, and sales requests within specified timeframe.

• Follow up with clients on issues that have been resolved to ensure that the relationship is dealt with in a professional manner.

• Completes proactive customer “good will” calls.

Project Management

• Liaise with technical on client issues and resolutions.

• Arrange site inspections.

• Arrange demo equipment for testing purposes.

• Put proposals together for clients to correct issues in relation to.

• Meet with clients to discuss issues and how best to resolve these.

• Liaise with Solutions architect on best solutions for clients who wish to cancel based on queries or request from Service Delivery division.

• Ensure that technical and sales meet any obligations they made to clients in meetings.

• Review support tickets and red flag clients that are having continuous problems, in order for technical team to arrange pro-active meetings before things escalate.

• Get quotes for onsite support that falls out of SLA’s.

• Propose new SLA’s to clients who have frequent tickets, but no SLA in place.

Channel Management

• Meet with Channel partners to work through rules of engagement and current projects.

• Meet with channel partners to discuss forecasts for planning purposes.

Other

• Participates in continued education to learn about new products and improved sales techniques.

• Tracks personal sales statistics and submits them to Sales Manager for period reviews.

  • Report on status of accounts & customers.

  • Set and track sales account targets, aligned with company objectives.

  • General office administration.

• Requirements for Position

  • Accuracy in carrying out assignments

  • Possesses skills and knowledge to perform the job competently

  • Planning, organizing and prioritizing skills

  • Holds self-accountable for assigned responsibilities; sees tasks through to completion in a timely manner

  • Proficiency at improving work methods and procedures as a means toward greater efficiency

  • Communicates effectively with superior, peers and clients

  • Ability to work independently

  • Ability to work co-operatively with supervision or as part of a team

  • Willingness to take on additional responsibilities

  • Reliability

  • Attendance

  • Punctuality

  • task deadline

  • Product/technical knowledge

  • Time management skills

  • Gives feedback as required

  • Energy and determination towards job

  • Steadiness under pressure

  • Adaptability, flexibility to situations

  • Professional personal appearance and image