Client Relationship Manager (CRM)
30 days ago
Columbus
Job DescriptionClient Relationship Manager (CRM) Job Description and Duties Job Description The CRM serves as the primary client contact for new and existing maintenance and enhancement clients within the Maintenance division. This role involves communicating contract specifications to the Maintenance Production Manager and collaborating with the Maintenance team(s) to ensure services are performed profitably with high client satisfaction. The CRM is responsible for the necessary follow-up and follow-through to consistently deliver exceptional client experience, maintain quality control, and facilitate renewals. Additionally, the CRM recommends and sells enhancements regularly to meet the property's needs and increase client satisfaction. In addition, the CRM is responsible for qualifying and selling new maintenance prospects. Core Responsibilities (Accountability Chart) • Renewals, • New Maintenance/Enhancement Sales, • Quality Control/QSA's, • Enhancement opportunities, • Coordinate, conduct, and facilitate client transitions from Install to Maintenance, • Prepare and present proposals professionally, adhering to company standards, • Ensure all proposals are prepared and approved prior to client presentations, • Respond promptly to all client inquiries and requests for proposals. Responses are provided the same day if received before 5:00 PM; otherwise, before 10:00 AM the following business day (5/10 rule), • Maintain records and tracking of all proposals in progress with timely follow-ups to maximize sales opportunities, • Aggressively pursue all open proposals, • Arrival time, • Site Audit results, • Properly document issues and assign them to the correct individual/department, • Warranty issues identified with remedy, • Quality issues identified, • Log enhancement opportunities in an Aspire Opportunity with appropriate follow-up tasks created Renewals In Aspire, prepare pricing, generate proposals, and deliver renewal proposals to all current Maintenance clients. Once the proposal has been delivered, adhere to the follow-up schedule until the proposal has been accepted or declined. Expectations • Renewal rate goal = 95%, • Provide renewal proposal and obtain client’s signature according to the following:, • Sent to clients, • Snow = August, • Maintenance = September, • Signed by clients, • Snow = October In Aspire, prepare pricing, generate an enhancement proposal, and deliver it to the client. Once the proposal has been delivered, adhere to the follow-up schedule until the proposal has been accepted or declined. Expectations • Revenue Goal = 50% of contract maintenance goal, • Make recommendations regarding qualifying or disqualifying warranty work. Coordinate the completion of warranty work per contract or instructions from the Maintenance Production Manager.Expectations, • Visit client properties based on groupings, • Complete the appropriate quality site auditSuccess Behaviors, • Client-centered and focused, • Energetic self-starter demonstrating initiative, • Excellent communication and interpersonal skills, • Strong organizational and time management skills, • Consultative sales approach focused on solving issues for clients, • A keen eye for detail, • Results and action-oriented, • Effective problem-solving skills, • Ability to handle adversity, • Performs and demands excellent quality in their work and from others, • Technically competent and skilled, • Must Have, • Highly organized, • Strong desire to serve, • Ability to build relationships that create trust, • Outgoing, • Nurturing, • Observant, • Active listener, • Inquisitive – ask good questions, • Self-starter/managed, • Good communicator – verbal/written, • Follows processes & procedures, • Advocate for the client, • Nice to Have, • Horticulture knowledge, • In field experience (maintenance PHC), • Account management experience, • Can’t Have, • Negative attitude, • Sales first mindset, • Me first attitude We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.