Client Relationship Manager

Client Relationship Manager (CRM)

Our platform is disrupting the industry in how organizations view the HR function and we’re committed to breaking down barriers to make HR operations simpler while delivering a differentiated client experience.

As a Client Relationship Manager, you will be responsible for increasing loyalty and building lasting relationships with clients through proactive engagement and risk management. You will be assigned a book of clients for which you will become the trusted business partner. Your success will be measured based on client revenue retention and adoption for your book of business.

Your key areas of focus and influence will be:

• Client heath and engagement
• Contract Renewals and risk management
• Product adoption and return on investment
• Advocacy

Overview

• Manage client book of business and execute a strategy across the entire client lifecycle driving renewals and an overall positive client experience measured by retention rate, NPS, and product adoption
• Illustrate business value by defining clear metrics and proof points for all customer engagements via conducting Business Reviews
• Onboard new accounts and new users providing frameworks for success, clearly articulating the value of our service, and driving adoption throughout the client’s lifetime
• Orchestrate client success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes
• Manage contract renewals process including pricing negotiations and identify and forecast risk based on client engagement and insights
• Partner with the Sales organization to drive upsell opportunities and expansion
• Manage client health as it relates to key performance indicators & create specific action plans for most at-risk clients (i.e. check-ins, project managing escalated issues, etc.)
• Represent the voice of the client capturing feedback, sharing client stories, and reporting trends across the organization

Requirements

• At least 10-12 years experience in a consultative, multi-client account management background through HCM disciplines or SaaS organization
• Proven complex problem-solving abilities
• Excellent written and verbal communication skills
• Strong organization, analytical, and project management skills and the ability to effectively multi-task
• Flexible, team-oriented self-starter who can thrive in a startup environment
• Escalation management and innovative problem-solving skills with creative ability to overcome challenges
• Demonstrated ability to take ownership and accountability
• Bachelor’s degree required