Client Relationship Manager

• Build positive productive relationships with clients for business growth; resolve any issues that arise to ensure customers are satisfied with our services; grasp customer needs and find ways to fulfill them An outgoing and customer service oriented relationship manager to join our organization and work with our clients.

Key Responsibilities:

• Maintain good relationships with clients so that the business can maximize the value of those relationships
• Identify key contacts at potential client to establish and foster a relationship with them
• Participate in one-on-one meetings with clients to explain services in an effort to guide their choices
• Understand the problems and challenges of clients and identify ways the business could better address those needs
• Grow the business by identifying new sales and business development opportunities
• Schedule regular meetings, teleconferences and visit client offices to strengthen the relationships
• Create plans and collaborate with internal teams to address client’s business needs 8. Advise clients on creating profitable processes
• Act as a point of contact for complaints and escalate issues as appropriate and address client concerns promptly and professionally

Areas Job Impacts:

• Business Expansion – Planned Revenue Streams
• Contacts within Raya but outside own area of work:
• Human Resources – BPO & Program Management – Information Technology – Finance - Operations
• Contacts outside Raya:
• Existing & Potential Clients
• Job Dimension:
• People Management & Leadership: NA
• Financial Impact:
• Company Revenue – Gross Profit – Net Profit
• Required skills, expertise & Knowledge:

Functional Level:

• Knowledge of relationship management best practices.
• Ability to develop sales plans.
• Devotion to high-quality customer service.
• Understanding of the market and the dynamics of competition.
• Understanding the commercial realities affecting the organization.
• Good analytical and research abilities.

Business Level:

• Knowledge of the company statement of direction
• Knowledge of internal policies and procedures
• Knowledge of company culture and values
• Skills to understand the value added contribution of the company in relation to its competitors
• Interpersonal Level:
• Communication Skills
• Conflict management skills
• Influencing skills
• Decision making skills
• Analytical skills
• Negotiation skills
• Presentation Skills
• Educational Background:
• Bachelor’s degree in business, marketing, management, or related field.

Professional Experience:

• 3-6 years of overall business expertise
• Proven experience in the clients Relations Management
• Strong background in contact center industry