What are the responsibilities and job description for the Client Services Manager position at RES Exhibit Services?
The Client Services Manager acts as a liaison between RES and its customers. This person works to resolve problems and ensure that products/services are delivered timely and as expected. A Client Services Manager has a minimum revenue requirement to manage of $3,000,000, which includes most shows that are valued at less than $500,000.
Account Management, Customer-Focused Culture (60%)
Account Management, Customer-Focused Culture (60%)
- As first point of escalation for customer concerns, guide and supervise staff in the resolution process, verifying customer satisfaction.
- Represents the 'voice' of the customer in internal planning sessions to ensure all views are understood as planning decisions are made.
- Provides education to the organization on our customers in order to ensure the entire organization is aligned with customer expectations.
- Provides key account contact and information in support of sales and marketing initiatives.
- Oversees all elements of contractual agreements, pricing confirmations, proposals, estimate verification, and processing of all customer orders.
- Provides customers with general assistance, requested information, and problem resolution as required to ensure company's position as a 'preferred vendor'.
- Researches and supports new business opportunities within existing accounts. Presents customer opportunities to management as appropriate.
- Identifies and works with appropriate parties to resolve resource problems as required.
- Oversees development and communication of custom customer/product reports/ documentation that add value to the partnership.
- Supports Customer Focus by effectively resolving emergency situations regarding customer orders due to insufficient resources, system errors, and delays in production, and warehouse or carrier issues. Negotiates schedule changes with customers as required.
- Serves as the main point of contact for our customers acting as a liaison between external and internal customers.
- Develops and provides custom customer/product reports that add value to the partnership.
- Actively sources definitive promotional and scheduling information from customers to provide information to production/scheduling to support forecasting initiatives and the maintenance of appropriate inventory levels as required.
- Supports Customer Focus by effectively resolving emergency situations regarding customer orders due to insufficient inventory, system errors, and delays in production, and warehouse or carrier issues. Negotiates schedule changes with customers as required.
- Possesses extensive knowledge of products and their applications and recognizes opportunities to better serve our customers.
- Records customer complaints for assigned customer accounts and submits trending information to VP CS. Works with appropriate departments to implement actions that will eliminate or reduce the issue.
- Identifies and implements ways to streamline and improve efficiencies.
- Assists in standardizing and documenting processes
- Provides quarterly customer reports/presentations to Sales and Customer Service in regards to customer intelligence, promotions, complaints, trends etc.
- Maximize department workload capacity rate to 80%/20%.
- Identifies and implements ways to streamline and improve efficiency. Challenges the way it has always been done. Ensures processes are documented and standardized.
- Identifies the impact of technology on business processes to ensure that it is used to maximum advantage.
- Ensure compliance with all travel, expense, and reporting policies.
- Oversees publication of quarterly customer survey reports on our customers.
- Ensures a comprehensive picture of everything customer related is standardized, easily accessible and updated regularly.
Salary : $500,000 - $3,000,000