What are the responsibilities and job description for the Client Relationship Manager position at IMPACT Group?

IMPACT Group is a certified, woman-owned career coaching firm based in St. Louis, MO, USA that focuses on relocation, outplacement, and people development solutions. Our team of 300 is united on one idea : People can succeed professionally and personally even through difficult career challenges and transitions. We are building a better world by empowering people to find and grow great careers. As employees transition in, within, and out of a company, IMPACT Group is by their side providing one-on-one coaching, innovative technology, and personalized job search or career development programs to help them find the best career path for them.

Were on a mission to maximize human potential in an increasingly tech-enabled world. While partnering with companies of all sizes large and small, national and global our business model emphasizes the importance of providing the highest quality of services available

This job is remote / work from home in the St. Louis, MO area and will come into the office a few times a month for meetings, trainings, etc.

JOB SUMMARY

Manages Outplacement accounts by providing high-quality service to existing and potential clients. Continuously builds rapport and establishes strong relationships with existing clients to ensure retention and satisfaction to maximize business opportunities. Maintains and leverages a broad knowledge base of IMPACT Groups solutions as well as systems and processes to consistently exceed client expectations. Manages and prioritizes client requests and issues.

ESSENTIAL FUNCTIONS

Serves as the day-to-day contact for Outplacement client organizations / accounts, working closely with Sales.

Handles questions and inquiries from clients.

Researches information and draws appropriate parties together to effectively resolve needs and questions.

Prepares, updates, and distributes standard and ad hoc reports to clients, sales and leadership.

Researches client and account information.

Helps sales team prepare for annual reviews with clients and may participate in annual review meetings.

Ensures client satisfaction by communicating and corresponding with clients, assisting with proposals, coordinating materials for presentations and helping to create marketing packages.

Updates and maintains accurate client information in CRM system.

10-15% travel (if based outside of St. Louis to St. Louis office and / or client sites).

Performs other duties as required.

QUALIFICATIONS

Bachelors degree in business management or related field.

Minimum three years in a customer service or account management role preferred.

Exhibits a high level of professionalism and a strong work ethic; highly motivated, detail-oriented and resourceful.

Responsive and client service oriented.

Excellent time management and prioritization skills and ability to thrive in a changing environment.

Able to effectively deal with ambiguity and create needed structures, systems and processes.

Experience with CRM's such as Salesforce, Microsoft Dynamic, Salesloft, or other similar CRMs required.

Effective project management skills, able to influence others to meet deadlines.

Understanding of organizational structures, cultures and decision-making processes.

Excellent interpersonal and critical thinking skills.

Must be an active listener as well as an articulate and adaptable communicator.

Proficient using Internet, MS Office and email applications.

IMPACT Group is a woman-owned, boutique, career services organization headquartered in St. Louis, MO, USA. We are the leading provider of career-life transition services serving more than 150 Fortune 500 companies worldwide and ranked #1 for customer satisfaction for 13 years. Read more at www.impactgrouphr.com.

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Client Relationship Manager

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