Client Relationship Manager (Cebu-Based) (Code: D2LADRCRM)

• Managing up to 2.5 million dollars in client revenue.
  
• Monitoring client fees and carrier volumes with the goal of ensuring all under-contract fees and additional fees are charged and collected to maintain the revenue and profit margin of the client.
  
• Aggressively growing client revenue consistent with company goals and targets.
  
• Managing client account receivables.
  
• Responsible for all assigned client renewals and proactively managing adherence to client contract terms, including accurate processing, reporting, and minimum fees.
  
• Understanding and monitoring client P&Ls with an eye toward improving profit, revenue, and margins.
  
• Monitoring and working with Operations to ensure consistent, accurate, and on-time closes.
  
• Reviewing client reports and exports for accuracy; proactively investigating, understanding, and communicating both negative and positive trends, along with potential solutions; and identifying revenue opportunities via add-on services.
  
• Tracking, communicating, and monitoring client volume trends, savings generated, and reports delivered to maintain a satisfied client, profitable to Data2Logistics.
  
• Tracking and managing the project deliverables and client communication for current and new implementations, expansions, and changes.
  
• Being the first point of contact for internal and external business escalations. Proactively addressing potential issues before they become critical.
  
• Working collaboratively with Account Coordinators (and other Operations team members as necessary) for accounts and operations to track and resolve issues.
  
• Logging communications and issues in the appointed CRM system.
  
• Overseeing internal resources to implement new and incremental business.
  
• Managing and tracking the status of requirements and assigned tasks throughout the project lifecycle. Driving the team to meet target dates and proactively informing clients of setbacks.
  
• Collaborating with Operations, Finance, Global Ops, and IT to test new tools, products, and processes.
  
• Assuming a proactive approach to improving new tools, applications, products, and processes.
  
• Being accountable for ensuring a client-specific solution is assessed and resolved for all clients, not simply the immediate client affected.
  
• Proactively monitoring the Dashboard and satisfaction calls with the intent to anticipate future requirements and/or actions.
  
• Meeting CRM KPIs and metrics as defined for the CRM role.
  
• Reviewing productivity and quality metrics to address areas of deficiencies.
  
• Analyzing and verifying client requirements for completeness and conformity to standards.
  
• Maintaining an up-to-date understanding of industry trends related to assigned clients, including real-time current events for assigned clients and related industries as appropriate, and communicating and reacting to client/industry applicable news.
  
• Establishing and maintaining in-depth knowledge and understanding of the client’s business and industry specific to Supply Chain, Logistics, and Transportation objectives and initiatives.
  
• Developing and organizing material for client presentations and delivering it in a professional manner that results in continuous promotion of Data2Logistics' value to the client, areas of opportunity for the client, and up-to-date status of critical ongoing projects and events.
  
• Soliciting, interpreting, and documenting client/user requirements in a clear and concise manner for all stakeholders including IT, Operations, etc.
  
• Delivering a professional Quarterly Business Review for Clients.
  
• Prioritizing requests from clients to ensure appropriate Data2Logistics resource availability, request validity/need, and ability to integrate with Data2Logistics standard solutions. Additionally, working with clients and internal staff to evaluate each request as an opportunity to create enhancements which can be leveraged by other clients.
  
• Supporting corporate sales efforts by providing feedback on client issues, industry changes, and marketplace intelligence.
  
• Performing other relevant duties as assigned.
  

Requirements

• Independent thinker, logical, strategic with a high attention to detail.
  
• Excellent communication skills (written and verbal).
  
• Excellent presentation and proposal writing skills.
  
• Problem-solving skills and techniques.
  
• Program and Project Management experience.
  
• Negotiation and Sales experience.
  
• Proficient computer skills: Comfortable with systems and proficient in Access, Excel, PowerPoint, Visio, Microsoft Project, and other applications.
  
• Professional demeanor: Ability to creatively solve problems, deal with ambiguity, develop and implement policies and procedures, perform analysis, and prepare reports, while fostering team building in line with company goals and objectives.
  
• Engaging personality with the ability to successfully interact under various high-pressure scenarios with all client contacts, including senior-level client contacts.
  
  

• Expert knowledge of carrier billing processes.
  
• Expert knowledge and understanding of freight bill processing and payment.
  
• Expert knowledge and understanding of carrier modes and service levels.
  
• Extensive understanding of client transportation, logistics, and supply chain functions.
  
• Specific industry vertical knowledge a plus.
  
• Professional Services experience and understanding a plus.
  
• Account coordinator experience a plus.
  
• Power BI experience a plus.
  

• BA in Business, Marketing, or Economics (or equivalent experience). MBA preferred or a combination of education and customer service or sales experience.
  
• Five years’ experience in a client relations, customer service, or sales role.
  

• Chinese (Cantonese and/or Mandarin, both written and verbal) associates are ideal.
  
• Must be Cebu-based.
  
• Open to entertaining trilingual candidates nationwide if able to write and speak in English, Cantonese, and Mandarin.
  

Benefits