Customer Relationship Manager

The Customer Relationship Manager is responsible for aligning the benefits and value provided by the Swank Patient Entertainment program to customer's patient satisfaction goals. The primary objective is to build a solid relationship with customers to renew contracts and increase long-term revenue. This position serves as the primary contact between Account Executives after the sale and the Account Managers who keep the program running smoothly.
Responsibilities
Product Knowledge

• Understand the studio partnerships and the types of content Swank Patient Entertainment distributes, and be knowledgeable of the new releases and anticipated titles of particular interest to the customers for promotional purposes.
• Learn the technical aspects of how Swank Patient Entertainment delivers content, including cloud and on-premises distribution options, set up/installation, and the content update process.
• Keep up-to-date on changes and enhancements to the distribution channels to communicate additional benefits and value to customers.

Account Supervision

• Oversee the relationship with customers by answering questions and addressing concerns presented by customers or Account Managers quickly and efficiently.
• Understand the customer's goals as identified by the Account Executive, update the goals based on your conversations and experience and share the information with the Account Manager.
• Maintain consistent communication with hospital decision-makers and influencers to introduce and emphasize program value beyond the initial purchase.
• Explain the program to new decision-makers and influencers with turnover.
• Assist with program implementation for new customers by conducting kickoff events at the facility, scheduling appointments with new contacts, and coordinating marketing collateral and communications within the facility.
• Collaborate and develop a marketing plan for customer retention with the Swank Marketing team.

Contract Renewals

• Track and communicate the renewal status of all direct hospitals by reporting opportunities and obstacles to the Vice President, Distribution Partnership, and working alongside the Enterprise Sales Representative.
• Create a Business Plan for each account within twelve (12) months of renewing the contract by working closely with the Swank Account Manager and Marketing Department to ensure customer needs are met and exceeded wherever possible.
• Approach all renewals as an opportunity to upsell/enhance current offerings, increase the price and negotiate longer terms.
• Conduct onsite customer visits to locations within the US when personal visits are requested by the customer to conduct program kickoffs or otherwise determined to be beneficial.
• Work with the Vice President, Distribution Partnerships, on pricing and negotiations.
• Update the contracts for signature, obtain signatures, and prepare internal paperwork to process the renewal.
• Be a data steward for all customer data for direct Swank customers.

Up to 15% travel within the United States is possible.

Requirements

• One to three years of demonstrated success in the account management field
• A proven track record in developing positive client relationships and seeking ways to increase client satisfaction and loyalty
• Exhibit good communication skills, including being a good listener and showing interest in what others have to say
• High technical aptitude to assist with understanding customer's needs and help solution
• Demonstrate a high degree of commitment to the organization and be committed to professionalism in the workplace
• Bachelor's Degree

Benefits

We are pleased to offer:

• Comprehensive compensation and healthcare packages, including medical, dental, vision, and life insurance products
• 401k plan with employer match
• Competitive paid time off: vacation, personal time, holidays and winter break
• This position is eligible for a hybrid work environment - work from home 2 day per week
• Company sponsored volunteer & community outreach opportunities
• Organizational growth potential through our company sponsored online learning platform

If this sounds like somewhere you want to work, don't delay, apply today - we're looking for you!!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.