Senior Client Relations Manager | Dedicated CRM  

Summary

The Magic Senior Client Relations Manager for Dedicated is responsible for the overall Magic for Dedicated customer service experience to create engaged customers and drive organic growth.

Essential Functions

• Work with manager to develop end-to-end processes to improve B2B customer experience and service
• Design new systems to address concerns from root cause analysis
• Develop service-level procedures, standards and policies
• Work as needed with other departments for implementation
• Determine success of project and iterate as needed
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Train, coach and performance manage Account Managers on your team
• Produce AM scorecards
• Make sure that all Client Relation Manager deliverables are updated and submitted in a timely manner
• Make sure that all clients are billed correctly
• Weekly bill
• Audit for missed payments and assist in collection
• Subscription fees
• Other duties as needed

Competency

• Analytical and strategic
• Organized
• Strong coaching skills
• Proficient in Excel/Google Sheets a plus

Work environment

• Candidates must be able to work from home. (Good internet connection and fast computer)

Position type and expected hours of work—Full-time (40 hours/week)

Required education and experience

At least two years experience working in B2B or enterprise sales