Customer Relationship Manager

JOB SUMMARY

The Customer Relationship Manager (CRM) is the point of contact operationally and administratively for each customer assigned. They function as customer advocate and interface with internal company departments to deliver service level agreement requirements. They develop and grow relationships with internal and external customers, becoming a trusted advisor to their assigned customers.

RESPONSIBILITIES

• Manage a select list of “Essential” or “Preferred” customer accounts. Develop and maintain Account Plans to achieve both long and short-term operational and administrative objectives within assigned accounts. 
• Present value-oriented, Quarterly Business Reviews with assigned customer accounts. Make periodic visits to assigned accounts to grow customer relationship and monitor service performance. 
• Develop and maintain schedules as required to support project loading, ensuring project flow and schedules meet the expectations of the customer and/or contract. 
• Cradle to grave follow through on resolution for all emergency service calls for assigned accounts.
• Driving and tracking T&M activity as required for noncontract related work. 
• Develop and grows relationships with sales, service, management, and other key internal partners essential to the support of assigned accounts.
• Be willing to lead by example – be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).
• Demonstrate the ability to remain calm and even-tempered during stressful situations. 
• Close coordination with the Manager, Customer Relationship Services of any operational related issues. Present recovery plan(s) with multiple options that will allow the Manager, Customer Relationship Services to make informed decisions.
• Handle escalated scheduling issues within the assigned customer, including but not limited to sales inquiries and Field Service escalations. 
• Be available after hours to assist with escalations to meet customer/contract SLA (Service Level Agreement). 
• Generate standard and custom reports to monitor workload. 
• Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Manager, Customer Relationship Services.
• Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis.
• Where practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize/ cover costs for the company (take over Customer Engineer Scheduling or large account scheduling).
• Ensure accurate documentation of all scheduling correspondence in tickets.
• Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee to perform this job.  Duties, responsibilities, and activities may change at any time with or without notice.

REQUIREMENTS

Minimum Qualifications: 

• Bachelor’s degree in business administration OR High school education with 7-10 years same or similar work experience. 
• Minimum of 5 years customer service and coordination of service activities.
• Knowledge of electrical distribution systems, critical space environments, service products, and clients is a plus.
• Ability to think and act strategically, utilizing account plans to set specific account objectives. 
• Ability to work in a matrix management environment with minimal supervision.
• Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.   
• High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.
• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
• Adapt quickly to changing priorities and customer needs.
• Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.
• High degree of creative ability and independent judgment.
• Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.
• Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.

POSITIONS ELIGIBILITY REQUIREMENTS 

• Willing to work flexible hours, including before shift/after shift and weekends to support the business.
• 10-20% Travel