Relationship Manager

A Relationship Manager is responsible for maintaining and building a relationship with our largest client. In this role the main objective is to build a harmonious working relationship between these two entities that also share common ownership.

As the main contact for this account, you will understand client needs and challenges, provide exceptional service, and identify opportunities to enhance business relationships. The Relationship Manager will work with internal teams to deliver tailored solutions and ensure client satisfaction while meeting organizational goals and enhancing synergies.

This position collaborates with the Account Management Team and Operations to oversee repeat business and assist our client with new business initiatives when needed. This position will lead, service, and manage all aspects of these client accounts and projects, ensuring client satisfaction and fostering strong relationships.

Essential Duties and Responsibilities:

• Build trusted relationships with clients to understand their needs, challenges, and goals.
• Work with Account Management and Operations to proactively coordinate and develop all aspects of a successful project – Pre Show, Show-Site, and Post Show. Deliver the highest level of customer service; create customer loyalty and promoters of On Location
• Serve as the Account “Owner” and a contact for client inquiries, requests, and feedback.
• Ensure client satisfaction by proactively addressing concerns and providing exceptional service.
• Act as a liaison between client and internal teams to ensure seamless communication and project execution.
• Clearly communicate On Location’s value in developing and executing deployment and labor management solutions for events, exhibitions, and retail environments.
• Recognize and develop processes to work as efficiently as possible across both organizations.
• Actively solicit feedback from the client with a goal of continuous improvement.
• Serve as a knowledgeable liaison between clients and internal teams, ensuring client needs are clearly represented throughout each project.
• Represents On Location at client meetings.
• Assists with the preparation of job estimates on as needed basis.
• Travel approximately 25% of the time for client appointments, client events engaging with client contacts, and ensuring successful project delivery.
• Work with client key stakeholders to maintain accurate forecast revenue opportunities and present account resource planning and client status updates periodically.
• Maintain and update forecasting and budgeting information in On Location internal system.
• Oversee onsite management of clients and services, ensuring project fiscal responsibility and adherence to travel and expense guidelines.
• Meet client account and team target margins.
• Ensure all costs and items are accurately accounted for in client quotes and invoices.
• Follow up directly with clients to resolve disputes promptly.

Education and/or Experience

Bachelor's degree (B. A. or B.S.) from four-year college or university; and 4 years’ experience and/or training; or equivalent combination of education and experience.

Other Skills and Abilities

Passionate about working with people and committed to a customer-centric approach.

• Strategic thinker with a big-picture perspective.
• Thrives in an entrepreneurial and independent environment.
• Demonstrates resilience in the face of challenges and a solution-oriented mindset.
• Flexible, open-minded, and collaborative.
• Excellent business acumen and the ability to multi-task under tight deadlines.
• This position requires a highly adaptable individual with a broad range of skills and experience. The role’s success is evaluated based on the totality of skills and contributions to the company’s goals.