Main Responsibilities and Required Skills for Client Relationship Manager
A Client Relationship Manager is responsible for building and maintaining trusted relationship with clients. They work with clients to understand their environment, issues, and priorities and develop new strategies to improve client satisfaction. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Client Relationship Managers.
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Main Responsibilities of Client Relationship Manager
The following list describes the typical responsibilities of a Client Relationship Manager:
Address
Address client concerns promptly and professionally.
Align
Align priorities and tasks with overall business goals.
Ask
Ask focused questions to assess the customers product or service requirements.
Assist with
Assist clients with new office setup and assist with technical aspects of the design.
Assist customers with the specification and acquisition of hardware and software.
Attend
Attend key industry events and network with industry professionals.
Build
Build, lead and mentor the team.
Build positive and productive relationships with clients (internal & external) for business growth.
Build strong relationships by leveraging interpersonal skills.
Build trusted relationships with client.
Champion
Champion a high performance environment and contributes to an inclusive work environment.
Collaborate with
Collaborate on strategic business initiatives as a Subject Matter Expert or Project Manager.
Collaborate with internal teams(s) to develop strategy to pursue and win work.
Collaborate with Retail team to support on the management of their local database.
Collect
Collect and evaluate required conditional documents.
Collect data, information and news on clients / prospects within respective territory.
Communicate with
Communicate with clients in a manner that's poised and professional.
Communicate with compliance, applicants and mentors to ensure the loan is disbursed.
Complete
Complete Account Plans for designated accounts.
Complete and maintain client profiles.
Complete profiles and summaries on prospects, as needed.
Complete special projects as requested.
Conduct
Conduct analysis of business requirements with respect to systems, process workflow and staffing.
Conduct application training for clients.
Conduct client and project reviews to ensure clients are satisfied with our services.
Conduct Plan Administrator training.
Conduct professional, efficient, and fun meetings.
Consider
Consider and incorporate future anticipated organizational needs into new and existing strategies.
Contribute to
Contribute to new business development efforts in other verticals.
Coordinate
Coordinate and attend meetings with investment team members and senior CRMs.
Coordinate and deliver quarterly Service and Product Reviews with the team.
Coordinate follow-up outreach for senior CRMs.
Create
Create and maintain Account Plans for addressing strategic goals & objectives.
Create culture of client-centric service.
Create innovative proposals, in collaboration with cross-disciplinary teams and partners.
Deliver
Deliver competitive intelligence of existing and emerging competitors.
Develop
Develop and build up a strong relationship with the clients serviced.
Develop effective and positive working relationships with internal stakeholders.
Develop insurance quotes, makes sales presentations, and closes sales.
Develop new strategies to improve client satisfaction.
Develop strategies and sales plans for existing clients and partners.
Direct
Direct selling of credit and non-credit commercial products to prospects and customers.
Document
Document process improvements, best practices, guidelines and new project workflows.
Drive
Drive customer advocacy, through references, case studies, and referrals.
Educate
Educate and support customers on best practices, and the use and benefit of products and services.
Encourage
Encourage adoption and use of best practices.
Ensure
Ensure adherence to global compliance requirements.
Ensure contractual deliverables are being met satisfactorily.
Ensure entrepreneur and mentor understand and complete online mentoring orientation session.
Ensure that client requests are handled timely and accurately.
Ensure the timely and successful delivery of our solutions, according to client needs and objectives.
Ensure vendor submission of Insurance Policies, safety documentations.
Establish
Establish action plans to enhance the partnerships with internal divisions.
Establish and maintain strong relationships with new clients.
Establish and retain clientele in order to grow your sales territory.
Established
Established criteria and professional standards, and work with architecture.
Evaluate
Evaluate an applicant's strengths and abilities connect them with specific corporate resources.
Execute
Execute end-to-end management of medium complexity projects.
Facilitate
Facilitate a feedback mechanism to ensure we are continually improving our internal processes.
Follow
Follow the quarterly training plan developed with your manager.
Gather
Gather, understand, and document partner system requirements.
Help
Help drive and assume responsibility for the implementation of client specific projects.
Help support new business goals, specifically supporting client account plans and Focus Strategies.
Identify
Identify and launche e-CRM local actions (acquisition, email blast, new services.).
Identify the VIP local prospects and creates a database for each market in the region.
Identify business development and cross-sell opportunities.
Identify key contacts in client offices to cultivate positive relationships.
Identify trends, flag opportunities to enhance clients experience, client success and our offerings.
Implement
Implement and execute a differentiated service model / experience for clients.
Implement a strategic sales plan to expand and maintain the book of business.
Lead
Lead internal and external consultative planning sessions with the client's key stakeholders.
Lead sales effort for incremental revenue opportunities and contract renewals.
Liaise
Liaise with local Compliance, Legal, and Product where required.
Maintain
Maintain a keen awareness of current capabilities that can be leveraged for future growth.
Maintain and develop key alliances with strategic internal partners to deliver winning RFP responses.
Maintain high levels of client engagement and satisfaction with a focus on dedication and loyalty.
Manage
Manage all aspects of the client's relationships.
Manage an assigned credit portfolio for authorizations between.
Manage and coordinate client and internal partner communication and status updates.
Manage and document vendor relationships on behalf of the client to ensure technology goals are met.
Manage and sign off on user set up requests for IFDS systems.
Manage and cultivate growth within an existing portfolio of institutional mid-market clients.
Manage internal relationships with other departments.
Manage the outsourced onboarding agency in getting the various CRMs setup for customers.
Manage the various Service Support organizations to ensure a high level of service.
Measure
Measure and track with accuracy and regularity.
Meet
Meet new business production goals.
Meet quarterly and annual referral goals for investments and trust business.
Monitor
Monitor and analyze competitive activities to assess any threat to important clients.
Negotiate
Negotiate scope changes with the client.
Operate
Operate as the lead point of contact for all matters specific to a targeted list of accounts.
Oversee
Oversee initiatives that align with your client portfolio.
Oversee the fire safety management program for the client.
Own
Own customer retention and influence growth of customer lifetime value.
Own the client servicing for a number of State Street's clients.
Participate in
Participate and engage in available learning opportunities.
Partnership
Partnership with new business development teams on strategic client growth and initiatives.
Perform
Perform in both a people management capacity and a technical leadership capacity.
Prepare
Prepare and communicate program acceptance and outstanding conditions necessary for disbursement.
Prepare invoices back to the client for various enhancements / projects.
Prepare marketing material and investment updates for existing and prospective investors.
Prepare premeeting reports and materials.
Prepare presentations / reports and lead Client meetings.
Prepare, sign and submit loan agreements, promissory note and other required legal documents.
Prepare the service review pack and chair the monthly meetings with the client.
Prioritize
Prioritize and focus delivery teams on business value and outcomes.
Produce
Produce and maintain the project logs on a regular basis.
Produce, track, measure and analyse with accuracy and regularity.
Promote
Promote high-quality finance and client service processes.
Prospect
Prospect for new clients and Perform 200+ outbound dials per day.
Prospect new or existing accounts.
Provide
Provide and manage day-to-day client support, and troubleshoot complex client issues.
Provide client support and effectively manage client communications.
Provide client support and handle client communications effectively.
Provide mentorship and leadership to team members.
Provide on-going service improvement recommendations.
Provide the client with solutions for new requirements / drive the delivery of such solutions.
Represent
Represent the enterprise to the client and the client to the enterprise.
Research
Research opportunities for client development and new markets.
Resolve
Resolve and manage operational issues / system queries that relate to the project.
Resolve daily questions and concerns, while referring more difficult items to higher levels.
Resolve problems and construct effective arguments.
Review
Review and approve all new client relationships.
Review and understand governing documents documents for the client's applicable operational flows.
Review applications to determine if Community Partner file is missing any required documentation.
Schedule
Schedule regular meetings, discussions and visit client offices to strengthen the relationships.
Send
Send performance reports and have performance evaluation discussions with partners.
Set-up
Set-up, communicate and follow-up CRM incentives if / when needed.
Share
Share success stories through case studies, blog posts, videos and internal communication.
Strategize
Strategize and develop plans to grow sales territory.
Summarize
Summarize pertinent information not found in the submission that will affect adjudication reviews.
Summarize pertinent information not found in the submission that will affect adjudication's reviews.
Support
Support Continuous Improvement initiatives.
Support Digital Sales to identify and capture scope requirements.
Support for continuous learning and development.
Support the Plan Sponsor with fulfilling Plan Governance guidelines.
Take
Take ownership and responsibility, strong professional pride and integrity.
Take the lead in the preparation of statements of work and presentations for existing customer base.
Track
Track of industry trends relevant to client.
Train
Train Client Experience Team on execution of project plans and open items logs when required.
Travel
Travel within the assigned territory is required.
Troubleshoot
Troubleshoot problems or issues through to completion on behalf of clients.
Understand
Understand the client environment, issues, and priorities.
Understand the customer organization and how our product and services can support them.
Utilize
Utilize creative problem solving and solid decision making abilities.
Welcome
Welcome and train new clients and new client points of contact.
Work
Work closely with the Support team to resolve your clients' issues.
Work in collaboration with the Event department who will be the one executing these actions.
Work in collaboration with the Prestige person.
Work together to meet individual and team-based performance objectives.
Work to grow the client relationship by identifying new business.
Work to maintain and grow the client relationship while ensuring ongoing customer service.
Work well with a team and doesn't shy away from sharing ideas.
Work with clients to define their problems and co-create solutions.
Work with our internal teams to ensure alignment and provide a cohesive experience.
Work with team to prepare necessary documentation and complete research for client meetings.
Work with the letterhead to understand client needs with a view to securing work pipeline.
Work with the product group to obtain competitive positioning for our solutions.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Client Relationship Manager:
Business
Trend Analysis
Client Presentations
Computer Competence
Investment Operations
Microsoft Applications
Retail
Account Management
Client Relationship Management
CRM
Risk Assessment
Most In-demand Soft Skills
The following list describes the most required soft skills of a Client Relationship Manager:
Written and oral communication skills
Interpersonal skills
Analytical ability
Organizational capacity
Time-management
Problem-solving attitude
Leadership
Problem management
Self-motivated
Attention to detail
Multi-task
Can-do attitude
Passion for client service
Proven leadership
Work under pressure / deadlines driven environment
Negotiation
Collaborative
Relationship management
Detail-oriented
Management
