JOB SUMMARY (the purpose and general nature of the job)
The Client Relationship Manager is responsible to integrate at all levels of the organization to promote the delivery of a quality product and the professional and timely handling of customer work. The Client Relationship Manager will embrace company vision while living and promoting the company's core operating values.
PRINCIPLE ACCOUNTABILITIES include the following. In this position, either directly or through others, the incumbent will:
Provide guidance and advice to customers, specifically geared toward the use of digital conversion, image repository usage, and/or microfilming services.
Investigate and solve customer problems and handle any and all customer complaints.
Assist Operations and Accounting on issuing accurate refunds or compensation to customers.
Maintain accurate records of discussions or correspondence with customers.
Create and present reports to clients.
Provide customer service process improvement meetings.
Assist sales in developing proposals and determining project complexity and responding to RFPs.
Develop, maintain, and distribute accurate job instructions to production.
Partner with operations management to assist with the pilot and sample process.
Monitor new and existing customers and advise in an effort to secure new business.
Manage product sales process to assure clients are getting their products while minimizing on site inventory and storage.
Business analyst experience
Additional responsibilities and duties may be assigned.
KNOWLEDGE/EXPERIENCE/SKILLS: Minimal requirements for education, knowledge and experience:
Bachelor's Degree or equivalent experience required.
3 - 5 years experience in sales, marketing operations, or customer service.
Proficient in Microsoft Office and Excel.
Knowledge of document processing, prep/sort, image capture, and data entry.
Excellent communication skills, both written and verbal.
Demonstrated excellent interpersonal/relationship skills.
Proficient analytical, decision making, and problem solving skills.
Excellent prioritizing and time management skills.
Good customer service skills.
PMP or Greenbelt Certification
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS: This position requires the ability to perform the essential duties and responsibilities in the following environment:
Work schedule consists of 40 hours per week, which may include on-call status, evenings, and/or weekends.
Ability to lift 20 - 50 pound containers.
Travel may be required.
This position description has been prepared to assist in defining job responsibilities, physical demands, working conditions and skills needed. It is not intended as a complete list of job duties, responsibilities and/or essential functions. This description is not intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under their supervision. SOURCECORP retains and reserves any or all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.
Additionally, SOURCECORP is an equal opportunity employer and does not discriminate on the basis of race, color, religion, age sex, national origin, disability, or veteran status.
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