Client Services Manager

Brief Description

The Client Services Manager reports to the General Manager of Client Services and is a member of the Resolve Marine Compliance Division.

This position is responsible for managing all client accounts for Resolve Compliance Services. The position is responsible for maintaining exceptional client relations, promoting Resolve compliance products, and increasing compliance sales revenue. The Client Services Manager is responsible for ensuring that all client data is maintained, updated and accurate in Resolve’s client management software. Data management includes, but is not limited to, updating client agreements, certificates, sending invoices, sending invoice reminders, and entering vessel, contact and company details. There is a significant amount of data entry required in this position. Occasional travel to conferences, trade shows and client meetings is a requirement.

Position Responsibilities

• Develop intimate knowledge of all Resolve Compliance clients and Qualified Individuals (QI’s) and provide them with outstanding customer service.
• Be the primary point of contact and build long-term relationships with clients.
• Respond to all client email and phone requests in a timely and professional manner.
• Communicate client needs and issues to the General Manager of Client Services.
• Assist clients and grow Resolve business through email, phone, online presentations, screen-share and in-person meetings.
• Help grow Resolve Compliance sales revenue.
• Develop an annual personal client acquisition plan that sets reasonable targets, is updated, and evaluated quarterly. Discuss progress with General Manager of Client Services monthly and quarterly.
• Identify opportunities to grow business with new clients in new markets.
• Identify opportunities to grow business with existing clients.
• Coordinate with colleagues working on the same client account to ensure consistent customer service.
• Manage relationships with multiple clients concurrently while meeting assigned deadlines.
• Maintain Resolve’s client database (ORCA), which consists of updating, entering, and verifying client, contact and vessel data.
• Invoice all Compliance clients, which includes tracking payments and following up on overdue accounts.
• Collect overdue invoices and coordinate with others in the Client Services team to manage accounts receivable.
• Assist the Marketing team to develop content for press releases, newsletters, sales packages, and promotional material.
• Collaborate with the marketing team to develop new strategies to attract prospective clients.
• Work with the General Manager of Client Services on business plan development, revisions, implementation, and communication.
• Travel to and participate in compliance drills and exercises as required.
• Other duties as assigned.
  
  

Requirements

• Bachelor Degree in Business Administration/Management/Marketing/or Economics or equivalent industry experience.
• Minimum of 3 years of experience in one or more of the following areas: maritime industry, marine salvage, account management, customer service, compliance, marketing, and sales.
• Experience using and managing a CRM software. Preference given to Oracle | NetSuite experience.
• Proficient in Microsoft suite products, which includes excel, power-point, word, and SharePoint.
• Valid Driver’s License and Passport
• Available to travel and work evenings and weekends.
• Foreign language experience a plus
• Detailed knowledge of OPA-90 regulations a plus
• Occasional travel to conferences, trade shows and client meetings is a requirement.
  
  

ADA Requirements

• Sit or Stand
• Climb (stairs/ladders) or balance
• See
• Walk
• Stoop, kneel, crouch, or crawl
• Taste/Smell
• Use Hands/Fingers to handle or feel
• Talk/hear
• Carry weight, lift 50lbs.
• Exposure to work (outside weather, fumes, office environment etc.)
  
  

Travel Requirement

Up to 20% travel is required. If additional, travel is required beyond the specified amount, based on the operational demand, you will be notified accordingly so arrangements can be made.

Summary

What We’re Looking For:

At Resolve Marine, your attitude matters as much as how good you are at what you do. We look for people to bring their very best, positive attitude and resiliency. We strive to be the best in the industry, but we aspire for the best working culture that our employees can ask for. Our people, whether on our vessels or in the office, always work to look ahead, be mindful of safety, environment and respecting one another because enjoying where you work and who we work with is what delivers success in everything we do.

• I acknowledge that I have read, understand, and meet the minimum qualifications of the position outlined in the job description and will perform to the best of my abilities to meet the expectations of the role.
• I also understand that this position is subject to a successful background and drug screening (where country applicable laws apply), as well as random drug testing procedures post-employment.
  
  

Resolve Marine Group is an Equal Opportunity Employer

“Leaving the World a Better Place.”