Customer Relationship Manager

This position is responsible for building relationships with customers. The Customer Relationship Manager will work closely with the Movie Licensing USA Manager to secure, and grow the current customer base. In this unique role, selling from a service perspective, they will need to remotely build rapport with each client in order to increase retention and loyalty. A genuine care and concern for the success of the customer and Swank will need to come through in every interaction. Working on day to day details with an eye toward the big picture and how these accounts contribute toward the overall success of the team. This position must possess a high level of skills in problem solving, needs assessment, trouble-shooting, and negotiating. These skills in addition to efficient management of time, dates, processes, and attention to detail will ensure success in this role.

Responsibilities

Client Interactions

• Cultivate relationships by managing the customer experience; contacting accounts proactively and ensuring customer satisfaction is exceeded so the partnership will continue
• Responsible for Growth and Retention
• Plan and execute regular calls with accounts
• Build value using webinars and in-person meetings to advise, educate, and engage clients on a variety of resources helping them to achieve their goals with licensing
• Negotiate directly with customers to ensure business is not lost due to pricing or other extenuating circumstances within approved boundaries and guidelines
• Proactively offer ideas and insights to improve customer experience
• Develop and deliver communications and presentation strategies that successfully inform the intended audience and help the Client recognize the greatest ROI.
• Generates and implements creative or unique solutions to solve problems
• Consult with customers to understand their challenges and objectives to fully understand their decision-making process
• Ability to positively control conversations and get the client's commitment to take action
• When faced with contract cancellation requests, consult with the customer to retain their business, looking for creative tactics to secure a win-win renewal.
• Positive & Proactive attitude toward difficult situations.
• Travel when needed.
  • Up to 30% travel within the United States is possible.

Internal Service

• Update customer information
• Acts as the liaison between customers and internal teams ensuring client's requirements are met.
• Strategize with sales and marketing team members to provide insights to drive marketing campaigns
• Provide Manager with weekly updates

Requirements

Professional Requirements

• Must be results-driven, action oriented and passionate about making a positive customer impact while balancing business needs
• Exceptional internal and external customer service
• Impeccable phone etiquette and the ability to match a customer's sense of urgency
• Excellent verbal and written communication skills
• High level of comfort with public speaking and face to face communication
• Proven skills in building collaboration across various departments or teams
• Demonstrates a high degree of commitment to the organization
• The ability to assimilate to the company culture
• Experience of 3-5 years of account based management

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.