Customer Relationship Manager

  • Vista Entertainment Solutions
  • United States
  • Feb 03, 2020

Job Description

Vision We aim to do good things with good people. The Customer Relationship Manager will ensure the overall success of the Vista software within customers’ business operations by building and maintaining a strong relationship based on mutual visions and goals. Key Responsibilities Know your customer. Work collaboratively with assigned Vista US customers with the overall goal of keeping all customers happy Manage and prioritize all customer requests while responding to phone calls and emails within 1 business day Gain an understanding of the modules (including versions) installed, payment connector and hardware in use by the customer and proactively progress tasks and update customers without needing to be reminded / followed up by customer or other Vista staff Be the primary liaison for these customers and keep in regular contact to discuss current and future plans that involve Vista software or resources Meet with customers consistently to ensure ultimate satisfaction with our software and services Manage quotes to customers for software and services work while acting as an escalation point for support issues or other customer concerns Travel to visit customers and prospects as required (will typically be within the US & Canada but can also be further afield), Assist the support team to expedite the resolution of high priority issues and determine when an issue should be marked as out of scope or chargeable (i.e. a feature request) Take ownership of projects which affect your customers and manage customer expectations Perform requirements analysis, functional specification of the requirements, and liaise with the Software Development Manager and Development Team to deliver a quality and timely release, and work with customers to implement new features It is the Customer Relationship Manager’s responsibility to keep projects on track and where necessary reset customer expectations Note: There is not an expectation that the Customer Relationship Manager will personally complete the projects they are managing, but rather, they are responsible for properly managing the resources working on the project Person specification Qualifications and experience: Bachelor’s degree in related field Strong client-facing skills, excellent verbal and written communication Basic Knowledge of accounting concepts Over time, become an expert in the Vista software – both functionally and technically – in order to provide guidance to junior Vista staff, and be able to answer customer questions regarding functionality Contribute to developing internal processes and best practices, in order to always build on our experience and improve our company & office Ability to develop and maintain positive and collaborative working relationships with staff Exceptional written and verbal communication skills Ability to work independently Enjoy managing own priorities and work well with different people and styles in a fast-paced environment Friendly, positive personality, and excellent interpersonal skills Strong analytical skills and problem-solving abilities Proficient in Microsoft Word, Excel, Outlook, PowerPoint Must have excellent follow through and pay meticulous attention to detail Commitment to excellent customer service Strongly Desired: Passion for learning Interest in the cinema industry Ability to work on several tasks or projects simultaneously Ability to effectively manage a varied and busy workload and to meet deadlines Perks: Vibrant office culture with organized social outings and activities Work with the best in the business – we are very careful with who we hire, and have assembled an extraordinary team of bright, hardworking and friendly people Competitive benefits package: medical, dental, vision, 401(k) with company match, pet insurance, generous paid time off, free parking or commuter reimbursement, other cool cinema perks Vista Entertainment Solutions Inc. is an Equal Opportunity Employer: Vista Entertainment Solutions Inc. complies with all Federal, State and Local law prohibiting discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.