Client Relations Manager CRM - AZ - On Site

Client Relations Manager (CRM)

The Client Relations Manager (CRM) plays a crucial role in enhancing client loyalty and fostering enduring relationships with Vensure HCM clients through proactive engagement and effective risk management. This position serves as the trusted business partner for assigned clients, ensuring their overall satisfaction with our services.

Essential Duties and Responsibilities

• Manage a portfolio of clients, executing strategies that enhance the client experience and drive overall satisfaction, measured by retention rates, NPS, and product adoption.
• Oversee the entire lifecycle of client from post implementation to offboarding, ensuring a seamless transition and continued satisfaction throughout their engagement with Vensure HCM.
• Illustrate business value by defining clear metrics and proof points for all customer engagements through regular Business Reviews.
• Onboard new accounts and users, providing frameworks for success, clearly articulating the value of Vensure, and driving adoption throughout the client's lifecycle.
• Orchestrate client success by collaborating with internal teams to deliver value, resolve complex issues, and enhance internal processes.
• Serve as an escalation point for clients, addressing concerns and ensuring timely resolution of issues to maintain high satisfaction levels.
• Monitor client health through key performance indicators, creating specific action plans for clients at risk, including regular check-ins and project management of escalated issues.
• Represent the voice of the client by capturing feedback, sharing client stories, and reporting trends across the organization.
• Partner with the Sales organization to identify upselling opportunities and facilitate client expansion.
• Travel (local and long-distance) may be required to meet with clients face to face or meet via telephone on a scheduled basis, as determined by size of client, to ensure they are receiving great service and are taking advantage of and utilizing products and services offered. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases potential public transportation.

Marginal Functions

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities

• Demonstrated ability to analyze complex issues, identify root causes, and implement effective solutions that drive results.
• Strong written and verbal communication capabilities, ensuring clarity, professionalism, and influence in all interactions.
• Skilled in managing multiple priorities simultaneously, with a focus on accuracy, efficiency, and timely delivery.
• A flexible, team-oriented self-starter who thrives in dynamic, fast-paced environments and embraces change with a positive attitude.
• Strong escalation management skills combined with creative problem-solving techniques to overcome obstacles and deliver optimal outcomes.
• Demonstrated ability to take ownership and accountability for client satisfaction, fostering trust and longterm relationships.
• Coachable and receptive to feedback, with a commitment to personal growth and a willingness to share insights that enhance processes and organizational success.
• Capable of managing multiple priorities, including returning calls and emails promptly, without compromising quality or accuracy.
• Maintains a high level of attention to detail in all tasks, ensuring precision and compliance with standards.
• Works independently with minimal supervision while fostering a collaborative and positive team environment.
• Exhibits a strong work ethic, resilience, and a professional demeanor that inspires trust and confidence.
• Demonstrates empathy, adaptability, and interpersonal awareness to navigate complex interactions and maintain productive relationships.

Education & Experience

• Bachelor's Degree or equivalent combination of experience, skills, education (including other relevant nontraditional degree programs, certifications, or job training programs).
• A minimum of two years of experience in a consultative, multi-client account management role within HCM disciplines or a SaaS organization.
• Proficient in Microsoft Office software (Outlook, Microsoft Teams, Excel, Word, PowerPoint) and demonstrated ability to learn other applications as needed.

Required Licenses and/or Certifications This role requires a valid, non-restrictive driver's license as it involves occasional travel to client sites and company locations.

Physical, Mental, & Communication Demands

Physical Demands:

• Sedentary Work: Occasionally involves sitting for extended periods, often at a desk or computer.
• Manual Dexterity : Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment
• Mobility: Occasionally walking or traversing throughout the office to meet with leaders and other employees.
• Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.

Mental Demands:

• Attention to Detail: High level of accuracy needed for managing client accounts.
• Problem-Solving: Ability to troubleshoot issues related to client escalations or complaints.
• Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines.
• Decision-Making: Make informed decisions regarding when it is appropriate to escalate client concerns or issues.
• Stress Management: Handle stressful situations calmly and effectively, especially when dealing with client concerns

Communication Demands:

• Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients and external vendors.
• Cultural Sensitivity : Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
• Written Communication: Prepare clear and concise documentation, including emails and notes.
• Verbal Communication : Conduct presentations and employee training sessions; provide clear instructions and support to clients, employees and managers.
• Presentation Skills: Present information effectively in training sessions with clients and other employees.

Environmental Conditions Primarily will be an indoor, office environment. May occasionally have moderate noise level from copiers, W2 or check printers, and coworkers. Will work in various additional environments, including client offices, industry conferences, customer events, and training sessions. This means adapting to different settings and conditions regularly. This role may involve extended periods of sitting during travel and meetings, as well as standing and walking during client visits and events.

Disclaimer This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position. This document does not create an employment contract, implied or otherwise. Employment remains "at will".