Postal Center International
Client Experience Manager
Postal Center International, Fort Lauderdale, Florida, United States, 33326
Job Summary:As a Client Experience Manager (CEM), you will serve as the primary point of contact for tier 1 clients, working closely with cross-functional teams to improve the entire customer experience. You will be expected to provide "white glove" service to all clients and prospects, develop and maintain trusted advisor relationships, and ensure timely and successful delivery of our solutions according to client needs and objectives.
Duties / Responsibilities:CEM responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports.Answers client queries and identify new business opportunities among existing clients. In this role, you will liaise with cross-functional internal teams (including Client Services and operations) to improve the entire customer experience.Provides “white glove” service to all clients and prospects.Identifies new business opportunities and implements cost-saving measures for our clients.Serve as the lead point of contact for all customer account management matters.Develop and maintain trusted advisor relationships.Works on contracts and close agreements to maximize profits.Develop trusted advisor relationships with key accounts, clients’ stakeholders, and executives.Ensure the timely and successful delivery of our solutions according to client needs and objectives.Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.Develop new business with existing clients and/or identify areas of improvement to meet sales forecast.Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts).Prepare reports on account status.Collaborate with VP of Major Accounts to identify and grow opportunities within account, and referrals.Assist with challenging client requests or issue escalations as needed.This position may require occasional travel.Ultimately, a successful CEM should collaborate with the VP of Major Accounts to achieve quotas while keeping our clients satisfied and engaged with our products and services.Assist with other duties as assigned.
Required Skills/Abilities:Strong verbal and written communication skills.Ability to increase revenue.Improve our client’s experience.Build stronger client relationships, while having the ability to analyze and streamline processes.Collaborative Problem-Solving Skills.Advanced proficiency in Microsoft Office Suite. Graphic Design/Print Layout/ PowerPoint preferred.Highly skilled in Customer Relationship Management (CRM), Customer Experience, Customer Retention, Client Relations, and Account Management.Highly effective communication and multi-tasking skills, organizational agility, and attention to detail.Experience in project management frameworks and process improvement skills.Excellent organizational skills and ability to track daily/weekly deliverables.
Education and Experience:BA/BS degree in Business Administration, Sales, or relevant field.Minimum 5 years of hands-on knowledge of Project Management.Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant role.Minimum of 5 years’ experience dealing with all levels of an organization, including C-Level.Solid experience with CRM software (e.g., Salesforce, Zoho CRM or HubSpot) and highly proficient in Excel.Experience delivering client-focused solutions to customer needs.Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.Excellent listening, negotiation, and presentation abilities.Strong verbal and written communication skills.Note:
This position is fully on site in Weston, FL.
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Duties / Responsibilities:CEM responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports.Answers client queries and identify new business opportunities among existing clients. In this role, you will liaise with cross-functional internal teams (including Client Services and operations) to improve the entire customer experience.Provides “white glove” service to all clients and prospects.Identifies new business opportunities and implements cost-saving measures for our clients.Serve as the lead point of contact for all customer account management matters.Develop and maintain trusted advisor relationships.Works on contracts and close agreements to maximize profits.Develop trusted advisor relationships with key accounts, clients’ stakeholders, and executives.Ensure the timely and successful delivery of our solutions according to client needs and objectives.Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.Develop new business with existing clients and/or identify areas of improvement to meet sales forecast.Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts).Prepare reports on account status.Collaborate with VP of Major Accounts to identify and grow opportunities within account, and referrals.Assist with challenging client requests or issue escalations as needed.This position may require occasional travel.Ultimately, a successful CEM should collaborate with the VP of Major Accounts to achieve quotas while keeping our clients satisfied and engaged with our products and services.Assist with other duties as assigned.
Required Skills/Abilities:Strong verbal and written communication skills.Ability to increase revenue.Improve our client’s experience.Build stronger client relationships, while having the ability to analyze and streamline processes.Collaborative Problem-Solving Skills.Advanced proficiency in Microsoft Office Suite. Graphic Design/Print Layout/ PowerPoint preferred.Highly skilled in Customer Relationship Management (CRM), Customer Experience, Customer Retention, Client Relations, and Account Management.Highly effective communication and multi-tasking skills, organizational agility, and attention to detail.Experience in project management frameworks and process improvement skills.Excellent organizational skills and ability to track daily/weekly deliverables.
Education and Experience:BA/BS degree in Business Administration, Sales, or relevant field.Minimum 5 years of hands-on knowledge of Project Management.Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant role.Minimum of 5 years’ experience dealing with all levels of an organization, including C-Level.Solid experience with CRM software (e.g., Salesforce, Zoho CRM or HubSpot) and highly proficient in Excel.Experience delivering client-focused solutions to customer needs.Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.Excellent listening, negotiation, and presentation abilities.Strong verbal and written communication skills.Note:
This position is fully on site in Weston, FL.
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