Client Relationship Manager

We are looking to hire a Client Relationship Management, who will be responsible for all conference and meeting room support for our professional client. Forrest Solutions is an Onsite Outsourcing Company that manages Workplace Experience at this client site. As the Client Relationship Manager, you will have a Team to manage, and our client to support and provide high levels of service to ensure we are exceeding our service line agreement.

Your duties will include but are not limited to:

• Daily support liaison between client and Forrest Solutions

• Build strong client relationships, improve and maintain customer satisfaction through timely resolution of issues and communicate customer satisfaction results with the firm.

• Create account strategic plan that leverage delivery capabilities, solutions and offerings that lead to growth of the services portfolios

• Conduct client satisfaction surveys for service evaluation and improvement opportunities

• Provide cost savings and service enhancement initiatives to client

• Takes accountability for ultimate problem resolution

Operational Leadership

• Understands and runs the day-to-day functions of their client portfolios against targets and metrics, including revenue, profitability, and compliance with corporate policy and procedures

• Maintain an operational overview of the team to ensure that client deadlines and expectations are met and maintained

• Evaluate, design and introduce new best practices in services, staffing and technology on a regular basis

• Work with teams to create short- and long-term goals to ensure client expectations are met.

• Monitor progress of projects and proactively identify any potential risks and implement mitigation steps.

• Ensure site is tour ready; this includes proper signage, communication board and/or binders updated and site is neat, clean and organized

• Produce and analyze weekly management reports.

• Participate in weekly leadership and management discussions.

People Leadership

• Attract, retain, manage, develop and motivate a group of people that achieve exceptional team performance and individual growth

• Monitor staff time and attendance, dress code and policies

• Addresses any HR, performance, and disciplinary matters as they arise

• Responsible for hiring and terminations as required.

• Provides on-going performance feedback versus objectives and conducts annual performance reviews.

• Supports career succession plans to ensure critical positions are staffed timely and allow high potential associates to grow within the organization.

• Prepares associates for growth opportunities and serves as mentor to managers.

• Encourages, recognizes, and rewards on-going associate development.

• Determines training requirements and ensures that the necessary training is completed to enhance the skill base of employees in a timely manner.

• Partners with People Solutions to manage all associate-related issues, policy administration, salary planning, promotions, recruiting, retention and terminations as required.

Essential skills that are required for this position include, but not limited to, the following:

• Client first mentality

• Leads by example demonstrating self-confidence, energy and enthusiasm

• Actively listen and identify both spoken and unspoken needs

• Works well under pressure

• Adapt your communication style to a wide variety of personalities and situations.

• Good listening and professional demeanor

• Strong communication (written and verbal)

• Works well in a fast-paced environment

• Must be able to navigate clients of every professional level.

• Must have strong technical skills (Microsoft Office Suite, Google docs, audio/visual equipment)

• Must be able to stand for long periods of time

• The position requires walking for long periods of time in a fast paced work environment

EXCELLENT CUSTOMER SERVICE IS A REQUIREMENT!

Preferred candidates will have a minimum of 2-3 years’ experience working in a service industry such as Hotel and Restaurant Management, Hospitality and/or Event Planning.