Client Relationship Manager - Colombia remote

Job Summary:

The Client Relationship Manager (CRM) is a multifaceted position requiring the ability to manage and streamline all functions for the assigned clients. CRMs are responsible to be the eyes, ears and voice for Company with clients by managing, monitoring and tracking all business interactions including but not limited to invoice processing, communications, implementations, contracts and issues resolution. The position involves proactively communicating both to the client and to the company management the status in an effort to maintain a win/win business partnership with the company clients. The CRM is responsible to maintain the overall satisfaction of the client. CRMs are responsible for pursuing new opportunities for client revenue, creating strategic and tactical plans to uncover revenue projects for clients, influencing decision makers high within the account, creating, pursuing and closing sales opportunities. In addition, the CRM takes full responsibility to monitor and track projects relating to their clients.

Responsibilities:

• Ability to manage up to 2.5 million dollars in client revenue
  
• Monitor 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/profit margin of the client.
  
• Aggressively grow client revenue consistent with company goals and targets.
  
• Manage client account receivables.
  
• Responsible for all assigned client renewals and proactively managing adherence to client contract terms including accurate processing, reporting, and minimum fees.
  
• Understand and monitor client P&Ls with an eye toward improving profit, revenue, and margins.
  
• Monitor and work with Operations to ensure consistent, accurate and on-time closes.
  
• Review client reports and exports for accuracy; negative and positive trends of which should be investigated, understood, and pro-actively communicated (including potential solutions); and potential revenue generating add-on services.
  
• Track, communicate and monitor - client volume trends, savings generated, and reports delivered to maintain a satisfied profitable client.
  
• Manage project deliverables and client communications for current clients, new clients, and expansions.
  
• Be the first point of contact for internal and external business crises. Proactively address potential issues before they become critical.
  
• Work collaboratively with Account Coordinators (and other Operations personnel as necessary) for accounts and operations to track issues and satisfactory processing.
  
• Log communications and issues in the appointed CRM system.
  
• Oversee internal resources to implement new and incremental business.
  
• Manage and track the status of requirements and assigned tasks throughout a project’s lifecycle. Emphasize on meeting target dates and informing clients on setbacks.
  
• Collaborate with Operations, Finance, Global Ops and IT to test new tools, products and processes.
  
• Assume a proactive approach to improving new tools, applications, products, and processes.
  
• Accountability for ensuring a client specific solution is assessed and resolved for all clients not simply the immediate client affected.
  
• Proactively monitor the Dashboard and satisfaction calls with the intent to anticipate future requirements and/or actions.
  
• Meet CRM KPI’s and metrics as defined for the CRM role.
  
• Review productivity and quality metrics to address areas of deficiencies.
  
• Analyze and verify client requirements for completeness and conformity to standards.
  
• Maintain 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 communicate and react to client/industry applicable news.
  
• Establish and maintain in depth knowledge and understanding of client’s business and industry specific to Supply Chain, Logistics, and Transportation objectives and initiatives.
  
• Client presentations: develop and organize material and be able to deliver the material in a professional manner that results in continuous promotion of the company value to the client, areas of opportunity for the client, and up to date status of critical ongoing projects and events.
  
• Solicit, interpret, and document client/user requirements in a clear and concise manner for all including IT, Operations, etc.
  
• Deliver a professional Quarterly Business Review for Clients.
  
• Create custom reports, dashboards, datasets in reporting platforms.
  
• Prioritize requests from clients to ensure appropriate company resource availability, request validity/need and ability to integrate with the company standard solutions. In addition, working with client and internal staff to look at each request as an opportunity to create enhancements which can be leveraged by other clients.
  
• Support corporate sales efforts by providing feedback on client issues, industry changes, marketplace intelligence.
  

Requirements

• BA business, marketing or economics or related.
  
• 5 years of experience in client relation, customer service or sales roles.
  
• 2+ Years of Experience using Microsoft Power BI is Required
  
• 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 Skills
  
• 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 policy and procedures, perform analysis and prepare reports, and foster team building all 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.
  

Desired Skills:

• Recommend Expert knowledge of carrier billing process
  
• Recommend Expert knowledge and understanding of freight bill processing and payment
  
• Recommend Expert knowledge and understanding of carrier modes and service levels
  
• Recommend Extensive understanding of client transportation, logistics and supply chain functions
  
• Specific Industry vertical knowledge a plus
  
• Professional Services experience and understanding
  

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Benefits

✔Competitive salary

✔ Prepaid medicine - SURA

✔ Life insurance

✔ Birthday day off.

✔ Indefinite-term labor contract, with all the benefits of the law, directly with the company.