Client Relations Manager

Responsibilities for the Client Relations Manager Job
Manages escalated client complaints, above and beyond that which the Customer Care team can handle immediately.
Develops, tracks and reports key performance measurements on key accounts.
Develops and implements process and procedures to improve operational efficiency for key accounts.
Oversees cross functional work areas targeted to resolve issues raised by key accounts.
Build and maintain relationships with clients and key personnel within our big corporate accounts.
Conducting business reviews to ensure clients are satisfied with their products and services.
Growing MoM total revenue (and deliveries) in key accounts according to monthly targets.
Informing customers about other products the company offers.
Attending meetings with clients to build relationships with existing accounts.
Achieving client relationship targets and KPI’s as set by the Head of Sales.
Working closely with Account Managers and Sales Consultants.
Escalating and resolving areas of concern as raised by clients.
Carrying out client satisfaction surveys and reviews.
Monitoring company performance against service level agreements and flagging potential issues.
Updating the CRM and ensuring account managers are aware of changes within clients.
Passing leads to the sales team and following up on progress.
Liaising with internal departments to ensure client needs are fulfilled effectively
KPIs
Average growth rate of key accounts
Retention rate for Corporate Clients
Average revenue per key account
# of ‘high risk’ clients
Customer Satisfaction index
Average # contact moments per client

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talentboard.co.ke