Client Relationship Manager

DGA Security is looking for an experienced Client Relationship Manager to join our Account Management team. If you are looking for a company that will offer you the extensive training required to make an impact on our business, please read on.

As a member of our Account Management Team, you will support our existing clients through best-in-class customer service. You will engage with a wide range of high-end/high-risk clients, that include luxury retail, property management, art galleries and hospitality. You will focus on delivering exceptional service, driving client satisfaction, and identify growth opportunities through consultative engagement.

Duties and Responsibilities

Relationship Management (80%)

• Manage and strengthen client relationships through regular engagement, including Quarterly and Annual Business Reviews based on account tier.
• Negotiate contract renewals, extensions, and pricing adjustments to support retention and long-term value.
• Proactively drive client satisfaction and retention by addressing concerns, identifying risks, and managing the attrition and cancellation process.
• Identify upselling and expansion opportunities within existing accounts and partner with Account Executives to execute growth strategies.
• Act as the primary client advocate, coordinating with sales, customer success, support, and product teams to ensure alignment and service excellence.
• Lead client-facing initiatives including process improvements, legacy product conversions, and adoption of company tools and platforms.
• Maintain accurate account activity and follow-ups in Salesforce, ensuring clear communication of client needs and expectations across internal stakeholders.
• Conduct on-site client visits within NYC and the surrounding metro area to support relationship development and service delivery.

Escalations and Collections (20%)

• Act as an escalation resource for the Customer Care Team, addressing unresolved client challenges and ensuring timely, effective resolutions to maintain high satisfaction levels.
• Assist our Finance department on the final review of clients who are nearing suspension of service.
• Ownership of resolutions of client with escalated collections challenges.
• Ownership of client contacts throughout the collection process.

Requirements

• At least 2 years of client-facing relationship management experience, with a background in sales and high-end customer service.
• Proven ability to negotiate effectively with clients both in person, telephone and virtual platforms ensuring mutually beneficial outcomes.
• Exceptional communication and interpersonal skills, paired with strong computer proficiency and meticulous attention to detail.
• Thrives in a fast-paced environment, demonstrating the ability to multitask, think quickly and adapt to evolving challenges throughout the workday.
• Experienced in engaging with a diverse range of clients, from individual business owners to senior corporate executives.
• Bachelor’s degree preferred.

What's In It for You

• Competitive compensation with referral commissions, performance-based bonus opportunities, and a comprehensive benefits package.
• Join a team of experienced, driven professionals who are passionate about what they do.
• Make meaningful contributions to our products and company vision, with clear visibility and opportunities for career advancement.
• Vibrant company culture that believes in working hard and celebrating together.
• Work from our conveniently located office in the heart of Hell’s Kitchen.

Benefits and Perks

• Comprehensive health insurance includes medical, dental and vision coverage.
• 401(k) Retirement Savings Plan with Employer Match
• Exclusive Corporate Discounts
• Commuter Benefits
• Company Paid Life Insurance
• And much more!

DGA Security is proud to offer a comprehensive total rewards package. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is between $60,000 and $65,000 dollars which represents our good faith and reasonable estimate of the starting salary range at the time of posting. The actual rate offered for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data and consideration of internal equity

DGA is an Equal Opportunity Employer. Here, we believe that embracing innovation is not just a core value, but a responsibility. We are committed to building an inclusive and diverse workplace where everyone, regardless of race, gender, age, disability, sexual orientation, religion, or any other characteristic, feels valued and supported. We provide equal opportunities to all applicants and employees and strive to foster a culture where differences are celebrated, and everyone's voice is heard. Your unique perspectives and experiences are what drive us forward.