Client Relationship Manager

About the role

Lessen is the tech-enabled, end-to-end property service provider transforming how commercial and residential real estate services are delivered and managed at scale. The Client Relationship Manager drives profitable business results and operational excellence by creating and developing strong, sustainable business relationships with clients. This role operates with some guidance.

Responsibilities

• Uncover and understand client objectives, challenges, and needs by performing regular client needs assessments
• Leverage internal resources to enhance the customer experience
• Establish and grow senior relationships with assigned customers
• Prevent and/or resolve escalated client issues
• Demonstrate thought leadership with customers by developing and presenting client industry/market research findings, trends, benchmarking, and other pertinent information
• Develop a quarterly plan to translate customer objectives into an overarching strategy
• Actively participate in long-range strategic planning for customers
• Contribute to senior-level client meetings and attend regular client status meetings as appropriate
• Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers
• Manage relationships both proactively and reactively
• Maintain a consistent focus on delivering exceptional customer experiences
• Handle escalated issues with vendors and escalate to senior team members on a timely basis as appropriate
• Model and promote exemplary customer engagement practices
• Understand business concepts and use strategic processes to make good business decisions
• Meet with the Operations team on a regular basis to ensure the program is on track toward achieving customer goals
• Produce and present quarterly business reviews as needed
• Provide field team support as needed
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel expected up to 20%

Requirements

• Bachelor’s degree
• 6+ years of business experience, including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry
• Professional, relevant examples of solving tough customer issues
• Proficient in Microsoft Office Suite, including strong Excel skills
• Multi-unit management experience
• Experience in a trade or facilities industry

Pay

$61,000 - $72,000 a year

Benefits

• Competitive compensation
• Health, Dental, Vision, Life, and Disability options
• 401K retirement savings plan
• Paid vacation, federal, and floating holidays
• Maternity/Paternity Pay
• Career advancement opportunities
• All the tools you'll need to be successful