#LI-Onsite

Job Summary:

The Customer Relationship Manager is responsible for client satisfaction and retention, upselling, problem-solving and support of customer print and promotional item management. The primary focus of this role is to drive the strategic direction and develop the people, process, and tools necessary to deliver an exceptional customer experience.

As the Client Relationship Manager, you will be responsible for expanding the client base by way of organic growth and leveraging third-party buying skills. Servicing accounts includes supporting the delivery and coordination of print and related services such as creative, prepress, data management, production, finishing, warehousing, Fulfillment, buying and distribution.

Job Role & Responsibilities:

• Ensure that clients are managed in a proactive, professional manner and that their expectations are not only met but exceeded.
• Establish a culture of excellence in customer communication and engagement ensuring you and your team are pro-active and responsive.
• Become the voice of the customer within Exela.
• Establish a means of creating and building a path of a measurable continuous improvement process with your customers, listening to their needs and conducting active research in an effort to offer cost savings as well as technological advancements.
• Serve as a primary liaison and contact between Exela and the business unit entities.
• Executive representative for customer meetings and business reviews.
• Develops a good understanding of the client's business and industry sector.
• Builds relationships with clients and manages their perceptions and expectations.
• Owns and resolves client complaints and issues.
• Facilitates timely cost/work approval with client.
• Attends vendor meetings and manages the relationship and expectations.
• Resolves complex vendor issues escalating as appropriate.

Required Skills:

• With independence, the Customer Relationship Manager is responsible to integrate at all levels of the organization to promote the delivery of a quality product and the professional and timely handling of customer work. The Client Relationship Manager is responsible for the management of the account from implementation to the life of the contract.
• The Client Relationship Manager will embrace the company's vision while promoting the company's core operating values.
• Very strong organizational and communication skills, self-management, tenured customer service in the related field, able to work on additional tasks and/or projects; ability to cross-train.
• Must be extremely proficient with Google Workspace and Microsoft Office tools.