Customer Relations Manager Job Description

Customer Relations Manager Job Description

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Customer relations manager provides program/project management support to clients including, but not limited to communications management, document management, scheduling, budgeting, installation, inspection, and commissioning for fare collection and associated projects.

Customer Relations Manager Duties & Responsibilities

To write an effective customer relations manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer relations manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Partner with other teams in the Worldwide Customer Experience org and across EA to define new programs that improve executive and customer relations, including Customer Outreach and initiatives focused on enhancing the overall Customer Journey
Partner with the Programs team to define business requirements, develop an ROI, and build a delivery roadmap for Executive and Customer Relations tools
Partner with the Analytics team to define and measure KPIs for the Executive and Customer Relations function
Provides x-functional leadership in order to drive the delivery of patient outcomes projects within agreed timelines and budget
Create and manage a customer-centric team of APMs and Account Specialists that advocates a disciplined, consistent, and repeatable approach to customer service delivery
Develop and execute on a strategic plan that provides for long-term customer success
Manage a national budget for all customer modification activity for a national account, to include reporting and forecasting at the national and regional levels
Develop strong working relationships with respective regional and corporate leads in order to gain a better understanding of customers' needs, requirements and concerns
Attend national customer and regional Sales meetings to provide quality analyses of and insight into customer activity
Oversee the team's interaction and ensure maximum alignment with the Sales, Operations and Legal departments to manage resolution of issues that will vary significantly in complexity

Customer Relations Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Relations Manager

List any licenses or certifications required by the position: ASE, ITIL, NAICS, IATF16949, OHSAS, ISO

Education for Customer Relations Manager

Typically a job would require a certain level of education.

Employers hiring for the customer relations manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Management, Education, Technical, Business/Administration, Marketing, Healthcare, Communications, Finance, Technology

Skills for Customer Relations Manager

Desired skills for customer relations manager include:

House-building and related industries
Budgeting and document management
Scheduling
Vehicle mechanical operations.-
Business development and strategic planning
Client non-technical program requirements to benchmark program against other clients
Lithia Store Management System
Regulatory industry
DPA
Leasing

Desired experience for customer relations manager includes:

Promote a proactive team environment that supports empowerment and focuses on cross-functional teamwork and proper communication to achieve results that are aligned with organizational goals and expectations
Collaborate to update and improve processes related to application creation through execution and ensure all customer-specific team guidelines are up to date, communicated and distributed to the team
Understand technologies being used and how to apply those to help delivery of strategic objectives
Ability to collaborate with teams, spanning multiple stakeholders in various countries and departments, with different levels of involvement and communication needs
Ability to establish credibility with both a technical team and marketing clients, while also having the ability to communicate effectively with senior executives
Manage multiple vendors and client groups to ensure on time and on budget delivery

Customer Relations Manager Examples

1

Customer Relations Manager Job Description

Job Description Example
Our growing company is looking to fill the role of customer relations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer relations manager
  • Ability to follow PMO processes, methodologies and governance routines while working with delivery managers to ensure successful delivery of projects
  • Gain agreement for revisions to the project scope from project stakeholders and provides effective leadership to the project team
  • Adept in Risk Management, identifying and managing risks while taking action to resolve variances or adjust plan as appropriate
  • Ability to manage and budget the cost of a project, including the hardware, software, network and other related costs of the end to end solution
  • CRM will conduct the walk-through with Customers and will orient Customers with the many features of the homes assigned to their care
  • CRM has the discretion to determine what repairs and modifications will (and will not) be done to the home in accordance with Lennar’s profitability standards
  • CRM has the authority to make any of the changes or modifications described above up to a maximum dollar amount of at least $2500.00
  • CRM will manage the relationship with the customer and be the customer's primary point of contact for 60 days after closing of the home
  • Work closely with their customer relations team, construction and sales to ensure open communication on all matters
  • After putting a dissatisfied customer in contact with the appropriate personnel, follow up with all parties involved to determine what actions were taken
Qualifications for customer relations manager
  • Strong passion for and knowledge of technology
  • Familiarity in working in a marketing environment
  • AS or AA degree
  • Must hold an active U.S. DOD Secret Security Clearance
  • BS degree with five (5) years of experience or two (2) years of college and seven (7) years of experience in Business Administration, Communications/Customer Service, and providing IT/IM Support Services
  • The ideal candidate will have the ability to exercise good judgment in a variety of situations with strong written and verbal communication, administrative, and organizational skills
2

Customer Relations Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer relations manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer relations manager
  • Develop a program description and background, including competitor assessments
  • Identify, develop, lead, and prepare capture opportunities that support Artel strategic objectives
  • Conduct and/or attend site visits, client and teaming partner office calls, review teams, conferences, exhibits, and corporate meetings
  • Support response efforts for all RFPs, RTEPs, BPAs, and RFQs pursued by the business development and proposal staffs
  • Lead response efforts for Sources Sought, Requests for Information and Market Surveys pursued by the business development and proposal staffs
  • Maintain Deltek CostPoint CRM (Gov-Win) data base for all opportunities with current and accurate data
  • Perform task and capabilities gap analysis to establish opportunity teaming needs and recommend team composition to maximize P-Win
  • Ensure applicable NDA and Teaming Agreement documentation is requested, follows up as necessary
  • Conduct a complete Basis of Estimate (BOE) and Staffing determination on all company opportunities using a combination of objective and subjective analysis from
  • Maintain a viable pipeline with current and projected company NAICS, size standards, certifications, and past performance qualifications
Qualifications for customer relations manager
  • Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat, and various web platforms
  • A minimum of 5 years IT Service Management experience including proven experience in developing and executing processes and procedures based on ITIL best practices
  • Recent experience managing technical employees
  • Experience in developing and analyzing service metrics and trends
  • This position involves making inbound and outbound calls
  • Proven telephone customer service experience (minimum 3 – 5 years)
3

Customer Relations Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer relations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer relations manager
  • Manage a team of 5-10 Customer Relations Representatives
  • Monitor trends in the department and help staff develop proactive plans to achieve their performance targets
  • Ensure representatives are knowledgeable of all areas of the Go Ahead product, including all features and benefits, operational procedures
  • Aid in recruitment and hiring
  • Train representatives to be customer-focused problem solvers who deliver helpful, responsive, and accurate service
  • Assist team in resolving complex customer cases
  • Speak to customers in escalated situations to understand the customer’s concerns and aid in resolving the incident efficiently
  • Communicate effectively with other Go Ahead teams to align company goals and direction, and to develop positive working relationships in a collaborative manner
  • The resolution of assigned customer satisfaction issues while maintaining and enhancing positive and constructive client relationships
  • Ensuring that Customer Satisfaction is maintained
Qualifications for customer relations manager
  • A highly professional approach and appearance
  • MUST speak CLEARLY and have a pleasant phone manner
  • A demonstrated dedication to customer service
  • The ability to instantly build rapport with clients
  • Being organized, self-disciplined and a quick learner
  • Bilingual a plus but not required (Spanish)
4

Customer Relations Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer relations manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer relations manager
  • Tracking & recording all case history in SFDC tool with correct data
  • Assign roles and/or territory responsibilities and allocate work to Dealer service representatives to ensure a balanced workflow, prompt confirmation, monitoring, and status communication on orders, and accurate responses to general phone inquiries
  • Assist the COO of NBTA in development of guidelines and procedures for practical aspects of the customer service function
  • Receive, review and prepare orders for assigned second tier key accounts for the pre-season process
  • Manages Complaints group - Oversee Activities including process improvements, staff training, helping with escalated issues
  • Engage with Other Sites, Plants, Business Units or Strategic Customer Group to address customer concerns, needs or requirements
  • Manages Customer Quality group – Oversee Activities including reports and trend analysis data, Quarterly customer reviews
  • Participate or lead Projects at the site or USA and or Canada Region
  • Proactively identify and work through obstacles that may hinder associates from focusing on and delivering their individual impact goals
  • Ensure the plant/functional quality organization is staffed, organized and resourced to fulfill its obligations and to comply with applicable regulations and procedures
Qualifications for customer relations manager
  • Five to 10 years of relevant client experience with a minimum of 3-7 years of direct capture management experience and understanding of Cyber Defense, Cyber Security, Risk Management Framework and/or Information Assurance and/or adjacent markets
  • Detailed business development experience
  • Experience leading the capture of multiple large opportunities (\+ million) within the Federal/DoD markets
  • Have an established Government Defense industry network with a demonstrable Track record of success in DoD capture
  • Proven record in meeting new business revenue goals and effective account management
  • Experience with Deltek CRM (GovWin) preferred
5

Customer Relations Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer relations manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer relations manager
  • Function as the technical leader within the competencies managed by the department(s)
  • Pursue and actively manage key stakeholder relationships that support the broader strategy that are impacted by the departmental goals
  • Maintain positive and cooperative communication and collaboration with all levels of employees
  • Contributes to the attainment of budget goals by managing department spends, may manage a formal budget
  • In partnership with Regulatory Compliance act as USA Recall Coordinator for 2nd tier notification based on terms and conditions
  • Follows applicable Company / Unit procedures and may make updates to policies, procedures or local work instructions
  • Lead the analyst relations program, maintaining strong relationships with key analysts, orchestrating briefings, and serving as the point of contact for analyst research
  • Lead the customer reference program, developing case studies, engaging customer advocates in research and events, providing deal support relating to customer references
  • Build an evangelist community comprising end users, industry commentators, academics and thought leaders
  • Develop thought leadership content in conjunction with LinkedIn’s Public Relations team and syndicate in top tier business and trade publications
Qualifications for customer relations manager
  • Strong bilingual French and English verbal and written communication skills
  • At least 2 years of customer care experience proving customer facing skills (phone and email)
  • Strong organizational skills with the ability to multi-task and attend to details
  • Ability to create positive customer interactions regardless of negotiation outcomes to ensure ongoing customer satisfaction and brand loyalty
  • Ability to respond to periods of high volume and high stress
  • Assist in the development, implementation and maintenance of internal and external client documentation, standard operating procedures, quality assurance protocols/standards, compliance with policies, procedures and standards

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