The Client Relationship Manager (CRM) is responsible for nurturing and managing relationships with existing house accounts ensuring their satisfaction, retention, and continued business growth. This role requires a proactive approach to understanding client needs, addressing concerns, and driving business strategies that enhance customer loyalty and overall experience.
Key Responsibilities:
1. Client Relationship Management:
Develop and maintain strong, long-term relationships with existing customers, manage their existing needs and drive SQL (Sales Qualified Leads) to our Business Development Managers to support expansion of our house accounts.
Act as the primary point of contact for clients, ensuring seamless communication and timely resolution of issues.
Conduct regular check-ins and meetings to understand customer needs, challenges, and opportunities.
2. Customer Retention:
Manage client renewals in a timely manner to ensure continuity of support and maintenance and prevent slippage.
3. Sales Support and Upselling:
Identify and act on opportunities for upselling or cross-selling products and services that align with our clients needs.
Collaborate with Finance and the Client Account Team to ensure smooth onboarding of new clients and expansion of business with existing clients.
4. Performance Tracking and Reporting:
Regularly report on client satisfaction, retention, and overall relationship health.
Log all Client interactions in SFDC (Salesforce.com).
Analyse client data and trends to develop actionable insights that improve service and client engagement.
5. Team Collaboration:
Work closely with the sales, marketing, and support teams to ensure alignment in client strategy and service delivery.
Provide internal feedback based on client insights to help shape products, services, and processes.
Skills and Qualifications:
1. Education: GCSE level
Preferred Qualifications:
1. Previous experience in IT, Data Security or Cyber Security
2. Knowledge of client service best practices and industry trends.
3. Strong negotiation and conflict resolution skills.
Working Conditions:
1. Full-time position office-based role.
2. May require occasional after-hours availability for urgent client issues.
HANDD Business Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
1. Experience: Proven experience (3+ years) in client relationship management, sales support, ideally in IT, Data Security or Cyber Security.
2. Strong Communication: Excellent written and verbal communication skills with the ability to build rapport and trust with clients.
3. Problem Solving: Strong analytical and problem-solving skills, with the ability to address and resolve customer concerns effectively.
4. Client-Oriented: A client-centric mindset with a focus on delivering exceptional service and experience.
5. CRM Software: Proficiency with CRM platforms (e.g., Salesforce, HubSpot, etc.) and Microsoft Office Suite.
Job Type: Full-time
Pay: £26,000.00-£27,500.00 per year
Additional pay:
1. Quarterly bonus
Benefits:
1. Company pension
2. Cycle to work scheme
3. Private dental insurance
4. Private medical insurance
Schedule:
1. Monday to Friday
Education:
1. GCSE or equivalent (required)
Experience:
1. Sales Support: 3 years (required)
2. Customer relationship management: 3 years (required)
Work Location: In person
Application deadline: 07/02/2025
Reference ID: CRM002
Expected start date: 01/03/2025
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