Client Relations Manager

Client Relations Manager

Reports to: Vice President

Summary: Crickler Vending Company is seeking an enthusiastic and results-driven Client Relations Manager to drive client satisfaction while maintaining targeted margins. The ideal candidate will take pride in the satisfaction of our customers, have a deep understanding of our product and service offerings, and will enjoy working with a team to solve problems. This person will also play a key role in monitoring and maintaining account profitability while balancing account retention. Building strong client relationships will be key to success in this role and this person will need to possess strong interpersonal skills to facilitate and maintain these relationships. The Client Relations Manager is vital to the continued success of Crickler as they are the face of Crickler for our clients and are always ready and willing to assist with any of their needs or requests.

Duties and Responsibilities

• Possess and maintain a well-rounded knowledge of Crickler’s full suite of products and services.
• Study the breakroom solutions industry for new and innovative technology and solutions that Crickler may want to offer to stay ahead of competition and discuss with Vice President to ensure all solutions are reviewed.
• Take part in the client transition process prior to and during equipment installations. This will be accomplished through collaboration with the New Client Acquisition Director.
• Build and maintain relationships with contacts at current Crickler accounts.
• Ensure relationships are maintained with the proper contacts at accounts to give Crickler the best opportunity for success in our client relationships.
• Ensure contacts are comfortable approaching you with any service concerns or compliments.
• Proactively identify and address any service concerns and issues.
• Addressing service issues requires working with other managers and team members to ensure issues are addressed appropriately and timely.
• Follow-up and ensure any service concerns or issues have been addressed and provide updates to clients.
• Relay any positive feedback to the appropriate people internally to allow for proper recognition and building on good practices.
• Proactively schedule client meetings at intervals consistent with the client requests or based on size of the account.
• Prepare and provide data requested by clients at the requested times.
• Continuously monitor and analyze account profitability and negotiate equipment, subsidy, pricing, or commission adjustments accordingly to ensure account financial performance meets Crickler’s criteria as needed.
• Monitor contract end dates and proactively work with clients to keep contracts current.
• Properly request any equipment installations or removals at existing accounts.
• Assist in identifying potential account growth within existing accounts by presenting Crickler’s service to clients if competitors are being used in the same facility.
• Identify opportunities to increase margin through changes in types of service and coordinate changes to services with client if possible.
• Participate in pricing analysis and communicate final pricing changes to clients when necessary.
• Work with any third-party companies (ie. CanteenOne) to coordinate the overall management of their book of business within Crickler’s territory.
• Manage data in Crickler’s CRM platform to best identify accounts for specific marketing criteria, maintain a database that can be utilized to easily identify potential opportunities, and ensure Crickler team members can access relevant correspondence/data for current accounts.
• Track all activities in Crickler’s CRM to ensure all correspondence with all clients are recorded properly.
• Work directly with marketing personnel to best present any client requests or other Crickler services.
• Ensure all Crickler and client contractual obligations are properly recorded and followed throughout the term of any contract.
• Be knowledgeable of all competitive offerings to Crickler in the marketplace. Be ready to use this knowledge to assist Crickler in developing competitive strategies.
• Other duties may be assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

· Must be able to decipher and understand basic business P&L and balance sheet information.

· Must be able to understand ROI (return on investment) calculations.

· Must have experience with and be able to utilize the entire Microsoft suite of products (Excel, PowerPoint, Word, etc.).

· Must be able to read and calculate basic fractions and ratios used in day-to-day business math.

· Ability to work with mathematical concepts such as discounts and interest. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Education/Experience:

High school diploma and at least 2 years of experience in a customer facing role. At least 2 years of experience working within the Microsoft Suite of products. At least 2 years of experience working in a CRM system.

Language Skills:

Ability to read, analyze and interpret general documents, memos. Ability to read software operations manuals. Excellent communicator with strong technical aptitude who remains abreast of industry/technology trends. Ability to communicate through email effectively.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· While performing the duties of this job, the associate is regularly required to sit, move around, walk and stand for majority of the time, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is required to stand/walk. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Hours and Work From Home Capabilities:

· Standard hours are 7:30am-4:30pm.

o While these are the set hours for this position, there will be times that clients needs fall outside of this and will require additional hours outside of this time.

· This position is based at Crickler’s Lancaster, NY location.

· Work From Home (WFH) Capabilities:

o For the purpose of driving Crickler’s culture and maintaining a team atmosphere with key employees included in problem solving related to clients, this position does not have regular WFH capabilities. WFH may be approved from time to time by the Vice President in certain scenarios, with a limit of 12 days per calendar year.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

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

Work Location: In person

Salary : $65,000