Position Description

Client Relationship Manager
Location Remote
Job Code 4434
Weekly Schedule
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Overview - This position is responsible for frequent, ongoing customer account and relationship management, serving as the liaison between the company and assigned customers. A candidate must demonstrate the ability to successfully achieve and maintain customer satisfaction, repeat business, and revenue goals through strategic planning activities and communications with assigned customers.

 

Client Relationship Manager:

  • Serve as primary point of contact between TCI and assigned customers for all business-related discussions (not including in-bound day-to-day product support calls)
  • Establish and maintain relationships at multiple levels including executive and user levels
  • Achieve client satisfaction and retention goals
  • Close revenue-expansion opportunities related to professional services
  • Contact customers on a frequent basis to assess and ensure customer satisfaction
  • Coordinate all major discussions with customers. Bring in TCI experts as necessary.
  • Solicit feedback and understand each customer's ongoing needs and requirements
  • Develop tactical plans that lead to customers maximizing the benefits of TCI software
  • Ensure customers are receiving the optimal mix of services and support
  • When customer concerns arise, marshal the appropriate TCI resources to assist with problem resolution
  • Keep clients apprised of new modules and services. Communicate the benefits.
  • Update CRM software with details of all interactions with customers
  • Obtain and maintain customer profiles consisting of business and staff profile information
  • Solicit client letters of recommendations and consent to act as a reference
  • Execute and manage software license renewal process
  • Assist when necessary with accounts receivable collections
  • Travel to customer sites and industry conferences as needed
  • Provide regular and appropriate status to senior management. Escalate critical issues to Senior Management as required.

 

Qualifications:

A successful candidate will discuss and demonstrate the following qualifications:

  • Solid understanding of customer relationship management principles, practices, techniques, and tools
  • Solid understanding of property tax and business license management
  • Delivering clear, effective communications at Director, VP, and C-level of organizations
  • Gathering, understanding, and documenting customer business requirements
  • Offering solutions which enhance value delivered to customers
  • Meeting and exceeding assigned goals and objectives
  • Demonstrating issue resolution skills and persistence
  • Demonstrating confidence and ease in dealing with diverse personalities
  • Working independently to achieve goals
  • Prioritizing, multi-tasking, and following through on assignments
  • Working under tight deadlines
  • Ability to learn property tax and business license software

 

Requirements:

  • 5 or more combined years of customer relationship management experience
  • BS degree in Accounting, Finance or related field
  • Prior experience working for a property tax compliance firm and/or corporate tax department preferred
  • 25 - 35% travel requirement (more / less as dictated by custom relationship activity) 
  • TCI is an Equal Opportunity Employer

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