Customer Relationship Manager (CRM)

Position Summary

This position is responsible for managing relationships and renewing business with existing Residence Life Cinema clients.

Client Interactions

The Customer Relationship Manager is responsible for:

• Develops and maintains strong relationships with current clients through regular communication.
• Identifies and establishes relationships with additional stakeholders that are involved in utilizing, promoting and/or making key decisions about the service.
• Plans and executes regular meetings and business reviews with the client base.
• Trains on-campus stakeholders on our product, the features, and how to effectively promote the service to students.
• Attends conferences and client visits as a means of maintaining existing business and building relationships with clients.
• Drives product improvement through client needs assessments and communication of those needs to the internal teams at Swank.
• Identifies best practices of successful programs and current trends in our marketplace to help drive the business forward.

Retention/Sales Activities

The Customer Relationship Manager is responsible for:

• Renews existing business and negotiating directly with clients to ensure maximum customer lifetime value and achievement of renewal goals.
• Successfully overcomes objections that arise during the renewal process.
• Identifies ways to increase current client profitability.

• Designs and delivers presentations aimed at retaining and growing existing business.

Administrative Activities

The Customer Relationship Manager is responsible for:

• Manages the contract renewal process.
• Keeps up-to-date records of activities and conversations.
• Actively participates in team meetings to develop sales, marketing & service strategies.

Requirements

Professional Requirements

• 2+ years of Account Management/Customer Relationship experience preferred.
• Experienced CRM professional with a passion for building and nurturing lasting customer relationships.
• Proven track record of delivering exceptional customer experiences, revenue growth, and enhancing brand loyalty.
• Possesses exceptional verbal and written skills.
• Skillful at negotiating in order to maximize value and overcome challenges.
• Strong team player and collaborator who is able to work with multiple departments within the company to deliver the best customer experience
• Consistently displays active listening and strong questioning skills with a focus on understanding customer needs and opportunities.
• Demonstrates initiative and creativity in problem solving and retention strategies
• Willing to travel up to 15%

Educational Requirements

• Bachelor's Degree in Business Administration or related field required

Benefits

We are pleased to offer:

• Comprehensive compensation and healthcare packages, including medical, dental, vision, and life insurance products
• 401(K) plan with employer match
• Competitive paid time off: vacation, personal time, holidays and winter break
• Company sponsored volunteer & community outreach opportunities
• Organizational growth potential through our company sponsored online learning platform

EOE, including disability/vets.