Client Relationship Manager
As a Client Relationship Manager, you will be responsible for building and maintaining strong, positive client relationships through clear communication and reliable service. You will be the main point of contact for clients, providing regular updates, addressing concerns, and delivering exceptional customer service throughout the project lifecycle.
The primary objective of this role is to ensure that clients feel informed, supported, and confident in the progress and outcomes of their projects. This involves working closely with clients to understand their marketing goals, translating those goals into clear, actionable tasks, and ensuring that deliverables align with client expectations and goals.
Main Objectives:
* Collaborate with clients to understand their marketing objectives.
* Translate client goals into specific, actionable tasks.
* Review final deliverables before submission to ensure alignment with client expectations.
* Serve as the main point of contact for clients, providing regular updates, addressing concerns, and delivering exceptional customer service.
Key Responsibilities:
* Frequent meetings with clients to share deliverables and review progress.
* Utilize project management tools to track progress and ensure timely delivery.
* Build and maintain strong relationships with clients and industry contacts.
* Stay up-to-date on industry trends and best practices to provide expert advice to clients.
Requirements:
* Strategic thinking: able to understand client goals and develop plans to achieve them.
* Strong verbal and written communication skills: able to clearly explain timelines, manage expectations, and present deliverables.
* Emotional intelligence: skilled at reading situations, navigating client personalities, and staying calm under pressure.
* Time management: able to balance multiple priorities and deadlines.
* Presentation skills: comfortable leading client meetings and presenting results.
Reporting Relationship:
This role reports to the Senior Account Manager.
Key Performance Indicators (KPIs):
* Client Satisfaction Score (CSAT): 9/10 or higher average score from client check-ins or post-project feedback.
* Client Retention Rate: 93%+ of clients renew or continue service.
* Project Delivery Accuracy: 95%+ of deliverables are approved by the client without major revisions.
Work Environment:
This role operates within standard business hours, Monday to Friday, with flexibility to accommodate client needs as required.