Client Relationship Manager

The Client Relationship Manager is responsible for driving profitable business results and operational excellence by creating and developing strong, sustainable business relationships with their clients. Operates with some guidance.

This is a hybrid position with onsite requirements at client site in Chesapeake, VA.

What You'll Do:

• Uncover and understand client objectives, challenges and needs by performing regular client needs assessments
• Leverage internal resources to enhance the customer experience
• Establish and grow senior relationships with assigned customers
• Prevent and/or resolve escalated client issues
• Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
• Develop a quarterly plan to translate customer objectives into an overarching strategy 
• Actively participate in long range strategic planning for customer
• May contribute to senior level client meetings and attends regular client status meetings as 
• appropriate
• Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers 
• Manage relationships both proactively and reactively
• Maintain a consistent focus on delivering exceptional customer experiences 
• Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate. 
• Model and promote exemplary customer engagement practices 
• Understand business concepts and uses strategic processes to make good business decisions 
• Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals
• Produce and present quarterly business reviews as needed
• Provide field team support as needed
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel expected up to 20%

What You'll Need:

• Professional, relevant examples of solving tough customer issues
• Proficient in Microsoft Office Suite, including strong Excel skills
• Bachelor’s degree 
• 6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry 
• Multi-unit management experience
• Experience in a trade
• Experience in facilities industry