What are the responsibilities and job description for the Customer Business Manager - Hunton Services position at The Hunton Group?
Hunton Services, a division of the Hunton Group in Houston, TX, is looking for a proactive Customer Business Manager to oversee and manage the full customer experience for assigned accounts. The ideal candidate will be responsible for ensuring excellent account management and supporting both sales and resource coordination teams in servicing these customers. As the primary point of contact for customers, this individual will handle all service-related matters throughout the entire sales and service cycle.
Responsibilities:
- Develop and maintain professional relationships with customer personnel from top to bottom in the customer's organization.
- Be aware of personnel changes within the customer's organization and proactively create new relationships as changes happen.
- Respond promptly, via phone and email, to all customer requests and queries.
Maintain professional relationships with current Hunton Services personnel for all divisions handling that customer's account. - Anticipate customer needs based on historical data and customer-specific requirements.
- E.g. Be aware of the student holiday schedule for school districts that require scheduled work when students are not on site.
- Coach sales and internal employees on customer preferences and best practices.
- Review open WIP to ensure all open work is completed and invoiced in a timely manner
- Review invoices and all documentation before sending to the customer, ensuring their specifications are met.
- Collaborate with internal sales team to identify and develop opportunities for customer's infrastructure improvements.
- Develop proposal response to renew multiyear contracts as well as add additional facilities to current contracts.
- Facilitate scheduling and communication when multiple divisions are working in tandem on a project.
- Report issues that require a higher level of involvement for resolution to sales and leadership.
- Manage and lead Business Reviews (monthly, quarterly, and annually).
Expectations
- Ensure the customer is satisfied with the experience and the quality of work, provided by Hunton Services.
- Must be able to know when to escalate issues to leadership to maintain the customer relationship.
- Maintain up-to-date details on all active projects and service calls.
- Ensure all documentation provided to the customer is accurate and complete.
Qualifications
- 3-5 years of experience in customer service-related roles.
- Proficiency in Microsoft Office, excellent communication skills, written and verbal.
- Ability to work independently and collaboratively with others.
- Advanced organization skills.
- Bachelor's degree in business or related field preferred.
