Client Relationship Manager

About BookPal

Have you ever read a book that changed your life? Have you ever recommended a book to a friend and saw how it impacted them too? BookPal is on a mission to share this power of books with organizations across the world. We specialize in B2B bulk book sales, helping schools, corporations, and nonprofits get the books they need to ignite continuous learning and growth in their students, employees, and teams.

As a company, positivity lives at our core. We strive to balance working hard with having fun. You’ll collaborate with close-knit teams, grow alongside compassionate leaders, and be encouraged to challenge what’s been done before. We go above and beyond for our clients and we do the same for our team members. Ready to make an impact?

Summary

The Client Relationship Manager (CRM) plays a vital role in acquiring new customers, building strong initial relationships, and maintaining long-term engagement to drive retention and revenue growth. This role ensures a seamless first-order experience, develops long-term relationships, and maximizes customer lifetime value by proactively nurturing existing accounts and re-engaging dormant customers.

The CRM will be measured on repeat order rates, account growth, and overall retention performance, ensuring that customers not only return but also increase their purchasing volume and frequency.

What You Will Be Doing as a Client Relationship Manager:

Inbound Lead Management & Customer Onboarding

• Qualify new inbound, referral, and web-generated leads to assess needs, budget, and potential for repeat business.
• Prepare and deliver quotes, ensuring accuracy in pricing, bulk discounts, and shipping estimates.
• Follow up on all quotes, addressing objections and securing customer commitment.
• Close sales efficiently, ensuring a seamless transition from interest to purchase.
• Set expectations for fulfillment, shipping timelines, and potential future ordering cadences.

Retention Management

• Own and manage customer accounts from first order to long-term retention. Follow-up on orders to ensure quality, satisfaction and to strengthen relationships.
• Track order frequency and proactively remind customers about reordering opportunities.
• Upsell and cross-sell additional products, bulk order upgrades, or subscription-based purchasing options.
• Negotiate pricing and payment terms within approved guidelines.
• Monitor customer order patterns and suggest tailored solutions based on needs.
• Prevent churn by identifying at-risk accounts and developing engagement strategies.

Dormant Account Reactivation

• Identify and prioritize inactive customers (6 months without an order).
• Execute personalized reactivation campaigns via calls, emails, and special promotions.
• Offer tailored solutions (discounts, new product recommendations, contract renewals) to drive reorders.
• Track reactivation success rates and implement data-driven strategies for improvement.

Customer Issue Resolution & Retention Strategy

• Own issue resolution for quotes, orders, and post-purchase concerns on issues not being supported by Operations.
• Work with the Operation team to ensure orders are completed on time.
• Offer proactive solutions for any delivery, pricing, or product concerns to protect long-term relationships.

Collaboration & Sales Strategy Alignment

• Work closely with marketing and leadership to refine customer messaging and promotional strategies.
• Communicate customer feedback on product offerings and pricing to help shape future business decisions.
• Maintain a strong CRM pipeline, ensuring timely follow-ups and ongoing relationship-building efforts.
• Collaborate with Sales colleagues to hand off accounts as appropriate and to allocate leads to the right team member based on segmentation

CRM Data Management & Accuracy

• Maintain accurate account details, contact information, and purchase history in Odoo CRM, ensuring full visibility into customer interactions.
• Log all quotes, follow-ups, and order history, using CRM workflows to track engagement, sales pipeline movement, and retention efforts.
• Schedule automated follow-ups for leads, active accounts, and dormant customers to ensure timely outreach and re-engagement.
• Use CRM reporting tools to identify at-risk accounts, flag churn risks, and document customer preferences for personalized engagement.
• Track and escalate unresolved customer issues within the CRM, ensuring prompt resolution and follow-through.

Metrics & Reporting

The following KPIs will be maintained to measure customer engagement, retention, sales performance, and reactivation success. These metrics ensure a data-driven approach to optimizing outreach strategies, identifying at-risk accounts, and driving revenue growth.

• Quote-to-Close Conversion Rate – % of quotes that convert into sales
• Revenue Contribution – Total revenue closed per CRM
• Retention Rate – % of first-time customers who place repeat orders within 6 months
• Reactivation Success – % of dormant accounts converted back to active customers
• Average Order Value Growth – Increase in average order size
• Sales Cycle Efficiency – Time from quote to close

Qualifications:

• Growth mindset! Enthusiasm for learning and adapting to new challenges
• 1-2 years of B2B sales experience building, fostering, and maintaining client relationships
• Passion for and strong knowledge of the sales cycle
• Excellent communication skills as this role is client-facing
• Strong project management skills, multitasking, and ability to prioritize tasks within a fast-paced environment
• Detail-oriented and analytical mindset, comfortable working with data
• Must be comfortable with a CRM such as Salesforce. Knowledge of various web-based applications such as Shopify, BigCommerce, Gorgias, Yesware, etc is a plus.
• Both a team player and self-motivated
• Offers new ideas to improve and streamline processes
• Associate’s Degree, Bachelor’s Degree preferred
• Book-lover
• This is a full-time, in-office position (8:00 AM - 4:30 PM, Monday-Friday) with the option for hybrid work after first 90 days

What We Offer:

• Valuable experience in B2B sales and an inside look at the publishing industry
• Mentorship and guidance from experienced sales professionals with strong opportunity for growth
• Great health, dental, and vision insurance
• 401K with company match
• Paid time off and sick leave
• Team environment - join us for company events such as Wednesday lunch breaks, team-building exercises, and other celebrations
• Free books
• Option for hybrid work after first 90 days

How To Apply:

If you're ready to embark on an exciting journey in the world of bulk book sales, we want to hear from you! Please submit your resume and a cover letter highlighting your qualifying experience and passion for the role. You will also need to answer a few screening questions to assess if we are the right fit for each other.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus opportunities

Experience:

• Sales: 1 year (Preferred)

Ability to Commute:

• Tustin, CA 92780 (Preferred)

Work Location: Hybrid remote in Tustin, CA 92780

Salary : $55,000 - $65,000