Job Summary
Relationship Managers maintain and expand relationships strategically with customers and serving as the primary liaison between CSI and the customers. They constantly strive to achieve excellence in customer service that leads to high customer satisfaction, contract renewals, representing the entire range of company products and services, while ensuring assigned customers’ needs and expectations are met by CSI.
Key Responsibilities
- Fosters and grows relationships with multiple customers.
- Typically supports a single line of business and/or understands a primary application.
- Demonstrates a general understanding of CSI products and/or service offerings.
- Establishes and maintains productive, professional relationships with key personnel in assigned customer accounts; ensures assigned customers’ needs and expectations are met; serves as a point of escalation for unresolved issues.
- Contributes to and works to ensure business retention, pipeline generation, and the receipt of "Would Recommend CSI" surveys.
- Participates and/or leads in the cross-sale process and pipeline generation.
- Performs various sales and relationship activities to meet assigned targets for retention; builds productive pipelines; produces profitable sales volume; and contributes to the achievement of strategic objectives.
- Participates in consultative selling by staying in constant communication with the client to proactively understand their needs, goals, and direction.
- Evaluates the usage of all CSI products with each assigned client and presents additional CSI products and value-add solutions as appropriate; keeps clients abreast of product offerings through CSI marketing efforts, product notifications and webinars.
- Perform other duties as assigned.
Primary Results Accountable For Achieving
- High NPS score.
- Familiarize the customer with new and existing products/services.
- Provide a conduit to the product, sales, and support teams to assist customer in achieving their goals and achieve
- Address customer concerns and issues.
- Alignment of customer expectations with CSI to build trust and rapport that yields a stronger relationship.
- Produces customer satisfaction, appreciation, and loyalty to strengthen relationships.
- Responsible for all interaction between CSI and the customers. This includes bill collection, customer service, cross sales, and management reporting. Ultimate accountability is excellent customer satisfaction.
Job Requirements
Education & Certifications:
Education or job knowledge equivalent to college or university undergraduate education.
Experience
The minimum amount of relevant work experience required to successfully perform the job is at least three (3) years.
Required Skills
- Collaboration skills
- Listening skills
- Problem solving skills
- Negotiation skills
- Business acumen
- Follow-through and attention to detail
- High organizational management skills
- Mathematical skills
- Communication skills – both written and verbal
- Reasoning skills
- Analytical skills
RELATIONSHIP BUILDING
This position requires regular contact both inside and/or outside the company.
DECISION MAKING
This position requires the use of judgment to plan and perform; general decisions are made to solve a problem or select a course of action for a standard or recognized method of operation.
SUPERVISION RECEIVED
Full Direction. Participates in determining objectives and approach to assignments. Plans, schedules, and arranges own activity. Work is reviewed upon completion for adequacy in meeting objectives.
WORK ENVIRONMENT
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel: Some travel required (20-50%).
Physical Demands
The employee must be physically able to perform all essential job duties, with or without reasonable accommodation, and shall be physically able to perform the tasks and/or functions listed above to the extent job related and consistent with business necessity.
Not For Albany County, NY, California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York City, Washington applicants.
CSI is a leading fintech, regtech and cybersecurity solutions partner operating at the intersection of innovation and service. As a trusted technology company, CSI excels at driving businesses forward with a unique blend of cutting-edge solutions, decades of experience and a commitment to authentic partnerships defined by our customer-first culture.
CSI is dedicated to providing challenging and rewarding careers for our employees across the country and offers a competitive compensation package, including health, dental and vision insurance, paid vacation, 401k, and much more!
For more information about CSI, visit www.csiweb.com .
CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis.
If you live less than one (1) hour drive from a CSI office, you will be required to be hybrid in-office.
