Client Relationship Manager - PSG

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth.

Position Summary

As an integral component of the GreatAmerica Portfolio Services Group (“GPSG”) team, the Client Relationship Manager (“CRM”) is responsible for maintaining and enhancing the relationship between GPSG and key external clients. This will include ensuring the continued growth and success of existing client relationships, as well as the effective onboarding of new client relationships that have been originated by sales. This is a true hybrid position, requiring both external customer relationship ability, as well as strong internal communication and coordination skills. The CRM will work closely with GPSG clients to understand their unique needs and day-to-day operational issues. Once the client’s needs or issues are understood and documented, the CRM will own the follow-up, working closely with the GPSG internal operational team to ensure a good outcome for the client. Ultimately, the CRM is a strong business person, with a capacity to understand key client needs or issues and the organizational skills to ensure strong delivery

There are three primary functions expected with the Client Relationship Manager role:

Existing Client Relationship Management (emphasis on 5 largest clients)

• Develop and maintain loyalty over the long-term with key clients. This will be achieved by gaining a deep understanding the client’s business, and encouraging joint projects that are strategically important to the client
• Champion client requests and issues, ensuring efficient and effective solution
• Management of GPSG internal Standard Operating Procedure for each client
• Working with GSPG operations team, ensure that all interactions with clients are well documented
• Prepare communication plans to keep clients up to date with developments in the Company.
• As necessary, arrange meetings and lead presentations with clients to review status of relationships
• Facilitate scheduled calls/meetings with clients to ensure servicing standards and expectations are met

New Client Relationship Onboarding

• Management of Onboarding Process for new client relationships
• Create and update a clearly documented onboarding plan
• Refinement of Onboarding Process to develop long-term scalable solutions for the onboarding of new clients
• Working with GSPG operations team, ensure that all onboarding steps are well documented within the SOP’s
• Facilitate scheduled calls/meetings with client to ensure onboarding is on schedule and meeting needs

Internal Communication and Coordination with GPSG operations Team

• Utilizing internal GPSG client request portal, track and document all client issues and requests
• To ensure that key accounts receive the appropriate level of service, the CRM coordinates with the GPSG operations teams that deal directly or indirectly with clients
• The CRM works with the GPSG operations team to ensure the establishment of policies and standards of service for each department and monitors the operation’s performance
• Updates internal teams with important client news and gives regular updates during Hudl meetings

This role will apply proven communication, analytical and problem-solving skills.  Regular communication with key stakeholders inside and outside GreatAmerica will be crucial. This role requires a person that is a self-directed with strong communication, analytical and problem solving skills.

Primary Responsibilities

• Relationship Management:
  • Provide ownership and single point of contact for key client relationships
  • Build and manage strategic relationships with appropriate counterparts within GPSG client’s business
  • Occasional travel will be required for strategic partner visits, client visits and industry events
  • Keep abreast of new industry developments that will have an effect on internal operations and the company-client relationship
• Account Planning:
  • Develop a deep knowledge of GPSG client’s business, including their future growth plans.  Ensure that GPSG servicing solutions are in-line with the future of the client
  • Proactively define and develop new servicing offerings to enhance the loyalty of the GPSG client
  • Maintain awareness of changes in environment that have an impact on the overall business plan and respond accordingly
  • Monitor industry trends and build competitive intelligence that translates into potential GreatAmerica opportunity
• Communication:
  • Develop strong lines of communication with all levels at key GPSG clients
  • Regularly communicate strategic direction and status of all outstanding client requests/projects to Business Unit and Functional Leadership
  • Create, communicate and manage the prioritized client request map
• Coordination:
  • Externally, must coordinate requests with the client to ensure that they are understood
  • Internally, must interface with various departments and functional teams
  • Work with the GPSG operations team to ensure that projects are developed
• Business Unit:
  • Actively participate in GPSG leadership initiatives and recommend courses of action that align with the vision of the Business Unit

Attributes

• Conducts self in a manner consistent with the principles of GreatAmerica
• Exemplary interpersonal skills and a personable demeanor
• Deep understanding of mutual goals and individual issues
• Demonstrated ability to successfully and simultaneously oversee multiple projects with conflicting objectives and priorities
• Proactive approach to problem solving
• Strong client relationship ability and communication skills
• Ability to work with internal stakeholders to build consensus on key elements of strategy
• Acts as a primary point of contact to maintain a strong and collaborative relationship with all stakeholders 
• Strong business acumen.  Ability to understand the underlying business issues faced by the client
• Serve in a solutions-oriented consultant role that promotes change and process improvement
• Problem solving attitude, with focus on improving processes with a disciplined approach
• Entrepreneurial attitude, with the ability to thrive in a fast-paced work environment
• Demonstrated self-starter who is goal oriented, a critical thinker and a creative problem solver  
• Strong negotiation skills and ability to develop and manage stakeholder expectations
• Must be able to multi-task and have a combination of organizational and analytical skills
• Effectively displays solid leadership skills and the ability to influence without authority 
• Strong sense of urgency and follow through in addressing issues
• Excellent interpersonal and relationship building skills to build credibility
• Exceptional communication skills (both verbal and written)
• Conduct self-consistent with the principles of GreatAmerica

Competencies

• For all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability
• For this position: Decision Making, Detail Oriented, Active Listening, Persuasive, Problem Solving, Project Management,  Relationship Building, Problem Solving, Technical Aptitude , Analytical Skills, Business Acumen and Presentation Skills

Education

• Bachelor’s degree or equivalent required

Experience

• 2-5 years of work experience in client relationship management role

Skills and Abilities

Computer Skills

• Advanced knowledge of the Microsoft Office Suite. GreatAmerica internal systems knowledge
• Client utilized systems (e.g. front end platforms, etc.).

Other Requirements

• Exceptional organizational, analytical and follow-through skills
• Excellent verbal and written communication skills
• Role will likely include periodic large project oriented demands with tight deadlines requiring more than standard work hours and the need to respond quickly
• Must demonstrate sound business judgment

Sharing rewards is an integral part of our culture. We believe in the value of hard work and reward our employees beyond the paycheck. Our total rewards package is based on eligibility and includes:

Financial Benefits

• Competitive Compensation
• Monthly Bonuses for Eligible Employees
• 401(k) and Company Match
• Annual Profit Sharing
• Paid Time Off

Health, Wellbeing, and Family Planning Benefits

• Paid Vacation - starting at 80 hours annually for employees in their first year of service.
• Paid Sick Days - Ten (10) per year with a conversion option for unused time.
• Ten (10) Paid Holidays per year
• Gym Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Short-Term and Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Employee Assistance Program
• Parental Leave

Education and Career Planning Benefits

• Tuition Assistance
• Networking Opportunities
• Leadership Development Opportunities

Perks

• Paid Parking
• Service Awards
• Hybrid work arrangements
• Business casual environment
• A strong organizational culture focused on our greatest asset: you!

If your experience aligns closely, please apply. We value diverse backgrounds and adding new perspectives. We encourage you to apply if you can make a strong impact in this role at www.greatamerica.com/careers.

Please note, applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.