What are the responsibilities and job description for the Senior Client Relationship Manager/ Team Lead - US position at NetRoadshow?
Senior Client Relationship Manager / Team Lead
Position Summary:
The Senior/Team Lead Client Relationship Manager plays a pivotal role in building and fostering strong client relationships, overseeing project execution, and driving team success. This role combines high-level client management with team leadership responsibilities, ensuring flawless execution of projects, client retention, and repeat business. The Senior CRM/Team Lead sets the standard for high-quality communication, attention to detail, and proactive client engagement while mentoring and supporting team members to achieve collective goals.
Key Responsibilities:
Leadership and Team Mentorship:
- Act as a mentor and resource for junior team members, providing guidance, training, and support.
- Lead by example, promoting a culture of accountability, collaboration, and client-first thinking.
- Oversee team workloads, ensuring equitable distribution of responsibilities and timely project delivery.
- Provide constructive feedback and coaching to help team members improve performance and meet their goals.
- Foster open communication within the global teams and act as a liaison between team members and leadership.
Operational Excellence:
- Collaborate cross-functionally with sales, product, and IT teams to ensure seamless client onboarding and project execution.
- Develop and implement processes that enhance efficiency, improve client experience, and streamline communication.
- Address and resolve escalations, ensuring timely solutions and maintaining client trust.
- Monitor and report on key metrics, including client satisfaction, project performance, and team productivity.
- Take ownership of high-impact accounts, providing exceptional service while modeling best practices for the team.
Client Management:
- Build and maintain strategic relationships with high-profile clients, serving as a point of contact and trusted advisor.
- Oversee the end-to-end management of client projects, ensuring flawless execution and delivering exceptional results.
- Proactively identify client needs, challenges, and opportunities to provide tailored solutions and maintain client satisfaction.
- Conduct quarterly account reviews and develop strategies to drive client retention, renewals, and growth.
- Communicate effectively with clients at all organizational levels, demonstrating professionalism and expertise.
Key Attributes and Qualities:
- Leadership Excellence:
- A natural leader who inspires and motivates team members, fostering a culture of collaboration, accountability, and success.
- Experienced in mentoring and guiding others, with a focus on professional development and team building.
- Proactive Problem-Solver:
- Anticipates challenges and identifies opportunities to improve processes, ensuring seamless project execution and client satisfaction.
- Skilled at managing escalations and resolving conflicts with poise and efficiency.
- Exceptional Communication Skills:
- Articulate and professional communicator who can adapt messaging to suit clients, colleagues, and stakeholders at all organizational levels.
- Highly effective in presenting complex ideas, facilitating discussions, and ensuring clarity across all interactions.
- Strategic and Detail-Oriented:
- Able to see the big picture while managing the finer details of project execution.
- Skilled in aligning client objectives with organizational goals to drive mutual success.
- Client-Centric Mindset:
- Demonstrates a deep understanding of client needs and a commitment to delivering personalized, value-driven solutions.
- Skilled at fostering trust and building long-term client relationships that drive retention and growth.
- Adaptable and Resilient:
- Thrives in a dynamic, fast-paced environment and handles pressure with composure.
- Flexible in managing shifting priorities and navigating ambiguity with confidence.
Experience Requirements:
- Bachelor’s degree in business, communications, or a related field (or equivalent experience).
- 7 years of experience in client relationship management, account management, or a related role.
- Previous experience in a leadership or mentoring capacity is preferred.
Working Hours:
This role requires flexibility in working hours to accommodate client needs and project deadlines. While typical business hours are observed, the focus is on achieving results, meeting deliverables, and ensuring client satisfaction. The ideal candidate is comfortable adapting their schedule as necessary to get the job done, including occasional evening or weekend availability when projects demand it.
Work Location: Hybrid (Remote & In-Office)
This position offers a flexible work arrangement, with a combination of in-office and remote work.
Please note this is a hybrid role that can be based at any of our US offices: Atlanta GA - NYC - Birmingham AL