Title:
Client Relationship Manager
Job Purpose:
The Client Relationship Manager will provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.
Main Duties and Responsibilities:
* Improve customer service experience, create both engaged customers and employees; facilitate organic growth
* Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery
* Work in a cross-functional capacity to ensure the activities related to various entities fit with customer requirements and Marken Network guidelines, policies, and procedures
* Establish and communicate service metrics; monitor and analyze results; implement changes
* Take ownership of customer issues and follow problems through to resolution
* Set a clear mission and deploy strategies focused towards that mission
* Analyze statistics and compile accurate reports
* Keep ahead of industry developments and apply best practices to areas of improvement
* Control resources and utilize assets to achieve qualitative and quantitative targets
* Maintain an orderly workflow according to priorities
* Improve customer service quality results by studying, evaluating, and redesigning processes
Requirements:
* Bachelor’s degree in a related field
* Experience managing a Customer Service function
* Understanding of Central Lab and Clinical Trial supplies industry desired
* Ability to think strategically and to lead
* Excellent written and verbal communication skills
* Strong client-facing and communication skills
* Excellent knowledge of management methods and techniques
* Ability to translate your skills to other employees through training and mentoring
* Advanced troubleshooting and multi-tasking skills
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