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Customer Relations Management
Freddie Mac
Mc Lean, VA, United States
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Position Overview
The Customer Relations Manager Professional (CRMP) role is the primary backup for the Sales Account Executive and manages routine aspects of customer request and coordinates solutions across multiple business areas to address customer needs. In this role, the CRMP proactively follows-up on actions ensuring there is a resolution to every request. The CRMP understands account team purpose, priorities and targets and strives to achieve them.
Responsibilities:
•Act as primary back up for the Account Executive for customer and internal requests.
•Acts as a backup to other CRMPs and Customer Relationship Manager Seniors.
•Develops solutions and responses to address customer problems and requests.
•Manages the Customer Focus Teams, the internal and external contract negotiation process, and coordinates with internal business areas to document approval for negotiated contract terms.
•Provides resolutions to an extensive range of complicated problems. Solutions are innovative, thorough, and practicable.
•Work under normal supervision and follows established direction.
•Represent the organization as the principal customer contact on contracts and often performs project leadership role.
•Interact with customer and Freddie Mac personnel on issues and problem resolution frequently requiring coordination across organizational lines.
Qualifications
•2-4 years customer/sales, primary mortgage market or related experience
•CRM Sales Force experience
•Word, Excel and PowerPoint experience
•Project Management
Top 3 Personal Competencies to possess
1. Customer Focus - Personally engage with external/internal customers (clients) to learn and deliver on their needs. This requires excellent verbal and written communications, interpersonal and organizational skills
2.Drive for Execution - Focus on results rather than the appearance of results (i.e., be good, not just look good); be an impact focused. This includes excellent analytical, problem-solving skills with multiple competing priorities under tight deadlines.
3.Seek and Embrace Change – actively support culture and market change initiative. Be open to and intimate operational and organization change (even if uncomfortable) (Project Management experience and skills)
4.Growth and Development; actively take charge and develop myself and my team (and help others) to better contributors and leaders. Know or lean what is needed to delivery results and successfully compete.
Preferred Skills
•Strong customer service skills
•CRM Sales Force experience
•Can seek and embrace change
•Strong execution skills
Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.