Client Relationship Manager

Full-time

Description

Position Summary

Client Relationship Managers at LINQ are service-oriented team members that lead on LINQ’s relationships with our clients, working to meet the needs of each individual client with empathy and a sense of urgency. They are responsible for ensuring the success of high-profile accounts including retention, growth, profitability, and client satisfaction. They must have a relentless approach in delivering white glove customer service, positively represent company core values, work ethic and professional attitude.

Work Location

This position is available as:

• Pittsburgh-Hybrid Remote (Employees in the Pittsburgh area are required to work at least three days each week in person with two remote days)
• Fully Remote-For experienced, well qualified candidates outside the Pittsburgh area.

In order to be eligible for remote work, employees must have a private workspace and a secure, private internet connection that is capable of 20mbps download and 10mbps upload speeds.

Compensation

The anticipated hiring range for this position is $55,000-58,000 and new hires should anticipate being placed in this range depending on qualification. The full salary range for the position is $55,000-67,500. 

In addition to base pay, following onboarding period, position is eligible for an incentive plan with average payouts last year of about $7,500. These incentives are paid at company discretion and are not guaranteed. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

· Serve as the primary contact point for a portfolio of clients, ensuring that clients’ requests and inquiries are addressed in a timely and effective manner

· Negotiate agreements with clients to maximize value for LINQ

· Review client’s monthly invoices for accuracy

· Develop strong professional relationships with clients, stakeholders, leadership and team

· Monitor client account health on a regular and consistent basis

· Collaborate with multiple departments to ensure clients’ needs and expectations are met and exceeded

· Run ad-hoc reports per client requests

· Educate clients about new services and features

· Drive strong KPI performance by documenting interactions, achieving a successful NPS score, and ensuring high retention rates

· Assist the Account Success Manager with onboarding tasks

· Other duties as assigned

Requirements

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor’s degree in Business Management preferred or equivalent experience
• 1 year of experience in a client service, account management or related position
• Professional individual with ability to perform independently as well as part of a team
• Willingness to learn new systems and applications
• Must have excellent communication skills both written and verbal
• Strong negotiation skills - able to develop solutions to meet both the need of the client and LINQ
• Able to proactively identify areas of improvement and act appropriately with a sense of urgency
• Ability to multi-task, work with multiple team members and manage deadlines
• High quality organizational skills; strong attention to detail
• Familiarity with CRM or Salesforce
• Reliable and self-accountable in performing job-related tasks, finishing assigned projects and meeting deadlines
• You have an entrepreneurial spirit and the ability to take initiative
• A robust internet connection is required for team and client calls
• Ability to travel up to 20% for conferences, client meetings and events