Client Relationship Manager

Being a prominent company in the Lake Sunapee area, Relax & Company values individuals who are looking for a community-oriented environment with the backing of a well-established company. We are dedicated to being the top choice for both our employees and clients.

We offer a competitive compensation package, including:

• Paid Time Off (including paid holidays)

• Tuition Reimbursement

• Uniforms

• Medical Insurance

• Dental Insurance

• Group-Term Life Insurance paid by the company

• Short-Term Disability paid by the company

• Employee Assistance Program

• Opportunity for Advancement

• Flexible Work Schedule

Job Summary: 

The Client Relationship Manager plays a crucial role in ensuring the satisfaction of Relax & Company’s valued clients and contributing to the growth and success of the company. Primary duties will encompass building and nurturing long-lasting/ongoing residential client relationships, collaborating with various departments to provide excellent services, addressing client concerns promptly, and identifying opportunities for further company objectives and goals. This role requires strong industry knowledge and exceptional written and oral communication. This position is the main point of contact for clients which in turn delivers an exceptional level of customer service. The Client Relationship Manager reports to the Director of Customer Experience & Sales.

Primary Duties: 

• Build and maintain ongoing, enduring relationships with clients, understanding their needs, and ensuring their satisfaction with our services.

• Collaborate with various department teams to ensure service excellence and seamless delivery of all services such as property management, rental support, and concierge services.

• Address and resolve any issues or concerns raised by clients in a timely and satisfactory manner.

• Identify opportunities to deliver additional services to existing clients, contributing to company growth.

• Ensure a high level of client retention and satisfaction through excellent client service and relationship management.

• Recommends policies and procedures to facilitate a quality client relationship experience.

• Adheres to service levels and requirements for the Company.

• Adheres to the policy for recording, assessing, and analyzing client feedback.

• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve client experience and retention.

• Acts as a sales bridge between the client and other divisions in the company.

• Performs other related duties as assigned.

Skills: 

• Excellent verbal and written communication skills.

• Exceptional interpersonal and client service skills.

• Fair knowledge of the principles, procedures, and best practices in the industry.

• Organizational skills and attention to detail.

• Strong analytical and problem-solving skills.

• Proficient with Google Suite and other CRM platforms and other relevant technology.

Education: 

• Associate’s degree in business, marketing, or related field, preferred. 

Experience: 

• 2 years of experience in a relationship management or client service role, preferably in the property management or hospitality industry.

Physical Requirements: 

• Physical presence throughout active job sites and client homes is required, when necessary.

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 25 pounds at times.

Other:

This job description was written for Relax & Company for the role of Client Relationship Manager. This position is required to fulfill “other duties” as assigned by the manager as it fits within the scope of the position.