Customer Relationship Manager

Ennead Group - Norcross, GA

Full-timeEstimated: $59,000 - $81,000 a year
Must be passionate about bridging the gap between business and technology. As the liaisons between engineers and clients, CRMs act as the primary port of call when clients need to escalate an issue, seek advice, request a change, or inquire about any other matters. CRMs are forward thinkers constantly looking for ways to optimize their clients’ environments. They are motivated not to just meet but to exceed customer expectations.

In a typical day you will:
Develop and create an environment of exceptional customer service by utilizing industry best practices.
Ensure absolute quality standards of technical & business service
Create, maintain and provide metrics to monitor and measure client service levels.
Advocate client service requirements by using an “outside in” perspective.
Through expert understanding of service delivery, adds IPsoft’s services and solutions to a client’s account portfolio.
Liaise between customers, business executives, and technical subject matter experts to ensure consistent communications and quality service delivery.
Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources.

Provide leadership to more complex accounts, including:
  • Implementing Service Improvement Plans
  • Tracking of executive deliverables for high profile clients
  • Service Optimization Planning
  • Coordinating cross-team engagements and deployments
Be a critical thinker and apply systematic fixes where/when needed.
Customize governance reporting around client environment.
Speak to a wider client audience from security teams to business managers.
Accompany account management or onsite/client visit presentations.

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