Cennox is currently seeking a Customer Relationship Manager based in Missoula, MT. This is a full-time position.
The Customer Relations team plays a key role in supporting both the sales and operations teams, ensuring the needs and requirements of the customer are properly communicated to the operations team. As the Customer Relationship Manager, you will work independently and should be able to take initiative and be comfortable in a customer-facing role. Excellent phone presence and verbal communication skills are required. The Customer Relations Manager will report directly to the Director of Operations and will manage the Customer Relations and Scheduling Coordinator.
Duties and Responsibilities:
Facilitate positive and productive relationships with customer contacts through effective account management
Provide account leadership for customer's major initiatives
Work in close collaboration with Training, Service, and Processing teams to ensure customer requirements and expectations are met operationally
Ensure customer satisfaction through remedial operations training as needed
Liaise with the Sales team to ensure proper pre-and post-sales services for new customers
Conduct regularly scheduled touch-base calls to keep lines of communication open
Advance client requests and changes operationally with related departments including Accounting, Call Center, Training, and Field Operations
Prepare weekly, monthly, quarterly, and annual reports for clients
Provide information to clients as requested
Provide feedback to management teams in regards to areas of improvement; participate in process improvement efforts
Monitor client satisfaction through investigation of reported client issues
Maintain client projects via tracking and managing reports
Provide support and assistance to other management teams
Manage the Customer Relationship Coordinator's performance and provide coaching and evaluation regularly
Enhance the customer relationship by accomplishing new and different tasks as assigned
Assist with on-boarding of new customers including setting up work orders, surveys, reporting, photo requirements, and developing new training materials.
Review all monthly invoicing and work with accounting team to adjust invoices where needed.
Review and approve subcontractor invoicing.
Mediate all customer invoicing questions, and adjust billing costs where needed.
Performs other duties as assigned
Skills and Requirements:
Demonstrate PC proficiency in MS Office programs (Excel, Word, PowerPoint) and web-based applications
Ability to learn specialized software programs and navigate company databases
Excellent oral and written communication skills with the ability to present data efficiently
Strong organizational, prioritization, and multi-tasking skills
Proven capacity to review customer contracts at length to gain a high-level understanding of contractual obligations and expectations
High-level of attention to detail required
Proven ability to balance multiple concurrent projects based on client needs
Ability to adapt to changes and work quickly within short deadlines as the company continually grows and changes
Willingness to learn a substantial amount of product and service knowledge
Strong interpersonal and intrapersonal skills
Ability to work autonomously; self-motivated and driven
Bachelor's degree in related field or 4 years equivalent relevant work experience
Minimum 4 years' experience in a professional office environment and 2 years in customer-facing role
Eligible for 401K after one year of employment
Eligible to enroll in health, vision, dental, and life insurance after initial 90-days of employment
Eligible for paid holidays and paid vacation after qualifying continuous employment
Cennox is a global company that specializes in providing end-to-end service solutions for the banking industry. We specialize in ATM and bank equipment maintenance and alarm and electronic security system inspections, tests, and installations. We strive to provide our customers and our workforce with innovative solutions to help get the job done efficiently and to the highest quality standard.
To apply, visit https://cennox.applytojob.com/apply/9stsd1JGo4/Customer-Relationship-Manager and complete the application.
Note: You are not required to select any of the "apply with" job platforms at the top of the application. A resume file must be attached and all required fields must be completed before that application can be submitted.