Job Description
The primary mission of the Relationship Manager is to increase profitability and deepen relationships with key business executives and stakeholders within a portfolio of accounts. The Relationship Manager grows the revenue of their portfolio of accounts through a combination of exceptional relationship management, consultative sales skills, and sophisticated ability to manage client needs and identify innovative solutions. The Relationship Manager liaises between the clients and our cross-functional internal contract teams to ensure the timely and successful delivery of solutions according to the client needs and expectations ensuring client satisfaction.
POSITION RESPONSIBILITIES
- Build and maintains strong, long-lasting client relationships, driving satisfaction, renewal and upsell
- Maintains an open and positive line of communication with key client stakeholders
- Forecast and track projects
- Intake new project requests
- Executes proposals, bids, quotations, and other requested documents describing organizational services in response to requests or estimating projects for clients
- Communicate new project criteria to key internal stakeholders, including Leadership Resourcing
- Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Compile report of hours by project for monthly invoicing
- Identify and grow opportunities within designated client to meet and expand the annual training spend
- Assist with high severity requests or issue escalations as needed
- Identify needed educational materials to support project deliverability improvement on client expectations, processes, and culture in collaboration with Operations and HR
- Facilitate client system access for contractor teams in collaboration with HR
- Work closely with Operations to determine root cause for customer success and satisfaction and drive process enhancement and development as needed
- Manage customer sales activity in designated CRM tool for maximum efficiency and visibility
- Exhibit deep understanding of key features and benefits of ttcInnovations’ products and services.
- Examine data-driven trends for recommendations on enhancements to client engagements
- Conduct business meetings and one-on-one conversations with key client stakeholder and prospective clients within designated account
- Conduct prospective client sales presentations
- Attend and contribute to key strategy meetings for campaigns, prospective sharing and ongoing business development/marketing plans
EXPERIENCE + SKILLS
Required
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Strong negotiation skills, including the ability to handle objections and achieve mutually beneficial solutions
- Experience in delivering client-focused solutions based on customer needs
- Proven success in consultative selling, in addition to demonstrated success increasing client revenue and profitability
- A sophisticated range of communication and presentation skills to present complex ideas in a simple and compelling way to a wide variety of audiences
- 8+ years relationship or account management or other relevant experience
- Bachelor’s degree or equivalent experience
Preferred
- Previous L&D experience
- Proven success in RFP management
- Ability to travel (as needed)