Summary/Objective 

The Client Relations Manager (CRM) role manages ongoing client relationships to ensure clients are receiving high-value services and a great client experience. The role is responsible for directly communicating with clients using strong communication skills while being highly responsive and detail-oriented.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Manage assigned clients, while serving as an internal client advocate.
• Understand client needs to advise on an aligned IT strategy and technical solutions, including evaluation of clients’ business goals that involve technology management and positive end-user experiences.
• Advise clients on technical hardware/software purchasing.
• Communicate portal enhancements and/or changes.
• Outbound client calls to establish strong, positive, and proactive customer relationships, and address customer needs.
• Act as liaison for internal and external communications with assigned clients. Manage ongoing client calls and ensure a positive relationship with assigned clients.
• Attend IT Committee meetings and provide status reports with assigned clients.
• Attend IT Manager meetings to advocate for clients and streamline communication between internal departments.
• Manage administration, data quality, and reporting functions of Customer Relations Manager Programs.
• Ensure reporting and communications are frequent, bi-directional, and accurate.
• Champion BankOnIT standards with client accounts.
• Ongoing communication of evolving BankOnIT services and respective value to the value they bring to clients.
• Be informed and knowledgeable of IT events surrounding financial and/or government

Competencies

• Project Management
• Technical Capacity
• Problem Solving/Analysis
• Initiative
• Communication Proficiency (Executive & Sr. Management)
• Team Player
• Work Independently
• Time Management
• Contract Literacy

Supervisory Responsibility

This position has no supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Position Type and Expected Hours of Work

This is a full-time position. Standard days of work are Monday through Friday. Hours of work are 8:00 a.m. to 5:00 p.m. The nature of the position will require additional work outside of standard days and hours from time to time as the clients’ needs require the role to engage.

Travel

Occasional or minimal travel, unless required by client meetings.

Preferred Education and Experience

• Bachelor’s (or higher) degree.
• Two or more years of project or employee management work experience.
• Relevant technical and/or project management certifications (e.g., Network+, CAPM, and PMP).

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.