Customer Relationship Manager

Job Summary:

This position exists to further develop, grow and support overall management of existing business relationships in local facilities for a given geographic area. Managers oversee client locations that do have and do not have in hours linen staff.

Customer Relationship Managers are expected to deliver a high standard of customer service for our healthcare market customers, maintain account retention and renewals, and build revenue through adding on goods and services to existing accounts. A key aspect of this position is building and maintaining strategic relationships with Operations, Linen, and other departmental staff and cross-functional team participation.

Essential Job Duties and Responsibilities:

Customer Relationship Manager – Not Overseeing off-Site Linen Staff

The primary duty of this position is the management of customer relationships, requiring the exercise of continual discretion and independent judgment in matters of significance in the following matters:

1. Client Service and Linen Management
   1. Managing customer relationships and customer satisfaction with Company provided linen services. This requires regular in-person customer site visits to train on services provided, strategic goals of customer and ways to manage Company services and internal processes in order to meet customer goals.
   2. This position collects data on usage and inventory of linens in order to evaluate performance of Company at each location, strategic goals for Company and for customer, and utilization.
   3. This position educates customers on their utilization and report analysis to develop action plans for improvements and cost management.
   4. This position builds relationships with on-site linen staff, end users (nursing) and management level individuals in an effort to be knowledgeable of facility policies and practices, for purposes of providing quality customer service.
   5. Work closely with the Plant Operations Director and other plant employees to insure quality standards are met with regard to on-time delivery, fill rates, customer needs and requests.
      1. When customer service issues arise regarding quality standards, quantity delivered, or failure to provide services, this position meets with the customer to understand the issue, works with Company staff to resolve the issue, and has authority to negotiate resolutions of service failures, or make recommendations to Area Service Directors or Vice Presidents, if necessary, to resolve the issue.
      2. Although this position is not permitted to unilaterally negotiate monetary resolutions to customer issues (e.g. – give a discount or financial incentive as a resolution), the position is expected to investigate the customer issue, identify the problem, and recommend a proposed solution, including financial / monetary solutions, to their direct supervisor.
   6. Generates monthly Customer Report Card updates for external customer delivery and internal meetings (at plants).
2. Business Development
   1. Using customer goals and evaluative tools, this position identifies and captures Add-On Sales opportunities to promote higher-tier products and Century’s Value Added services to existing customer base, where feasible.
   2. Build and sustain multi-level relationships with decision makers (‘C’ Suite level individuals) on assigned accounts with routine, pre-determined visitation levels
   3. Maintain accurate and updated records of all activities in Salesforce.com.
3. Account Retention
   1. Assist sales team by determining strategy for customer renewals by analyzing the status of accounts (profitability, available add-on opportunities, customer satisfaction level, etc.).
   2. Manage the renewal of service by working with market management team to meet with facility representatives, and if necessary, prepare renewal proposal.
   3. Provide written recommendations to upper management for how to improve efficiency and reduce costs with measured savings opportunities.
   4. Assist with development and follow through of corrective action plans for determined inefficiencies in client service.

Supervisory Responsibilities:

CRM supervises all onsite linen staff.

Travel Required:

The Customer Relationship Manager will frequently travel to customer locations, occasionally requiring overnight stays. Distance driving may be required. Employees maintain their own cell phones and vehicles and are responsible for creating and submitting expense reports each week for expenditures made during travel.

Physical Requirements:

The position required considerable walking in hospitals and outpatient facilities, driving to multiple customers per day, typing, and the ability to move objects of less than 25 pounds. This position requires frequent standing, walking, and requires regular travel to assigned accounts. There is occasional lifting and movement of supplies, and/or luggage.

Work Environment:

This position requires the ability to communicate in person, telephonically, and via email.

Minimum Qualifications:

• 3-5 years successful experience in account management, sales, marketing and customer service
• Computational, communicative, and technological proficiency
• Proficient in Microsoft Office suite
• Proficient in profitability and contact-management programs
• Strong written and verbal skills
• Strong presentation skills, specifically in speaking to large groups in an educational or promotional setting
• Ability to manage, train and educate customers regarding their linen use and recommend solutions to meet their goals
• Ability to interview, hire, manage, train, educate, evaluate and discipline Company employees
• Professional skills in problem management and follow-up
• Excellent social interaction and relationship management skills
• Team-oriented mentality
• Thorough understanding of quantitative measurement and analysis in client service
• Able to work with the team to be an instrument of change and improvement in work processes

Preferred Qualifications:

• Experience within the healthcare of healthcare laundry industry
• B.A. or B.S. degree
• Previous experience using Saleforce.com