Customer Relationship Manager

Job Title: Customer Relationship Manager

FLSA Status: Exempt

Reports To: VP, Revenue

POSITION SUMMARY: The Client Relationship Manager (CRM) is responsible for maintaining and expanding customer relationships with strategically identified customers. This position is responsible for meeting yearly sales quotas and assigned objectives. This individual should have excellent communication skills with a customer-oriented attitude. This role focuses on the expansion of our active base customer business. The ideal candidate has experience in account relationship management, customer retention, as well as inside sales.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Establishes and maintains professional relationships with key personnel in assigned customer accounts. 

• Delivers against all aspects of the customer success journey; including 60- & 120-day client checkpoints to evaluate the health of the customer.

• Coordinates the involvement of internal resources and support to meet/exceed account performance objectives and enhance the customer experience. 

• Meets assigned targets for profitable base business sales volume and strategic objectives in assigned accounts. 

• Executes growth opportunities with accounts outside of their assigned account base.

• Manages their own and overall customer at risk activities including the building and monitoring of client action plans.

• Proactively leads initiatives to develop mutually beneficial performance objectives, financial targets, and critical milestones over the course of the year. 

• Partners with internal operational team to implement custom solutions and ensure a smooth handoff to warehouse operational teams. 

• Leads solution development later during the employee life cycle that addresses customer needs while coordinating the involvement of necessary internal resources and personnel.  

• Negotiates pricing and service levels to secure profitable agreements and client satisfaction. 

• Maintains a strong understanding of the industry, including economic factors, competitor analysis, emerging opportunities, and technological advancements. 

• Maintains high customer satisfaction ratings that meet company standards. 

• Serves as the “voice of the customer” to other departments and helps ensure that customer needs are met. 

• Creates, maintains, and drives initiatives geared towards enhancing the customer experience. 

“THE PERSON” | MINIMUM REQUIREMENTS

• BA or BS in logistics, sales, marketing, or related field preferred; Or equivalent combination of education and experience.  

• Minimum of 3 years’ experience in strategic sales/inside sales/account management in a business-to-business sales environment.  

• Prior experience managing relationships between a customer and 3PL organization preferred. 

• Operations experience preferred.

• Experience partnering with various departments to ensure business success. 

• Proven ability to retain and upsell customers. 

• Demonstrated success in meeting/exceeding previous sales quotas/expectations. 

• Proven negotiation skills. 

KEY ATTRIBUTES:

• Ability to handle competing priorities at one time.

• Ability to build and maintain relationships both internally and externally.

• Impeccable written and verbal communication skills.

PHYSICAL OR MENTAL DEMANDS:

While performing the duties of this position the employee is regularly required to see, hear, talk, write, read, stand, walk, bend over, and be alert at all times. The employee is frequently required to use hands to type, handle or feel and reach with hands and arms. While infrequent, employee may need to visit warehouse locations in which employee may need to lift, push, and pull up to 20 pounds. The employee is occasionally required to sit, climb, balance, drive (vehicle), stoop, kneel, crouch and/or crawl. 

Smart Warehousing is an equal opportunity employer. We are committed to creating a diverse and inclusive environment, and do not discriminate based on race, age, gender, national origin, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability as well as all other characteristics and qualities protected by federal, state, or local law.

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