Client Relationship Manager

Role Overview

• Develop a deep understanding of client goals and business objectives, positioning HCM software optimization as a strategic solution.
• Act as the clients advocate within the organization, ensuring their needs are prioritized and met.
• Serve as the voice of the client within the organization.
• Build and maintain strong relationships with client leadership to enhance their experience and satisfaction.
• Develop and implement effective strategies for client retention and satisfaction, utilizing feedback to drive continuous improvement.
• Recognize and celebrate client milestones to strengthen relationships.
• Own a book of complex client engagements, ensuring that Key Performance Indicators are met or exceeded while efficiently using internal tools and resources.
• Utilize analytics to monitor client health scores, track engagement metrics, and identify at-risk clients for targeted retention efforts.
• Proactively detect potential issues to client relationships and establish action plans to mitigate risks, collaborating with cross-functional teams as necessary.
• Identify opportunities to improve internal processes and efficiencies to drive financial success of the client relationship.
• Serve as an informal leader within the organization by mentoring and guiding colleagues, fostering a collaborative and high-performing environment.
• Build strong cross-functional relationships to address client needs effectively and ensure transparency across teams.
• Track and monitor request turnaround times, budgets, and deliverables, keeping all stakeholders informed and accountable as applicable.
• Effectively manage client escalations, ensuring prompt resolution of issues while maintaining clear communication with all parties involved.
• Develop action plans to address concerns and prevent future occurrences.
• Partner with the sales team to identify upsell or cross-sell products/services opportunities.
• Stay informed on industry trends and major competitor activities and initiatives, providing valuable insights and recommendations to clients.
• Prepare and present Executive Business Reviews (EBRs) to key decision-makers, highlighting successes, future initiatives, and opportunities for growth.

Requirements

• 3-5 years of experience in the HCM industry, client relationship management, project management, program management, or a similar role preferred.
• Enthusiasm for driving positive changes and delivering exceptional client experiences.
• Strong sense of ownership; ability to be empathetic towards the client when faced with tough conversations.
• Being able to tailor messages to all audiences.
• Exceptional written and verbal communication skills.
• Strong analytical skills with the ability to leverage data for decision-making.
• Proficiency in basic MS Office tools (Word, Excel, Outlook, PowerPoint).
• Experience preparing and presenting to executive-level stakeholders.

Benefits

• health insurance (medical, dental, vision, and life)
• voluntary benefits
• pet insurance
• retirement plan
• PTO