Insidesource DEI Statement At Insidesource, we foster a culture of belonging and equity, striving to unlock both human potential and business success. We are committed to maintaining an anti-ism workplace and embedding diversity, equity, and inclusion across all areas of our business.
Job Summary The Client Relationship Manager is responsible for overseeing accounts and leading project teams, guiding initiatives from initial scope development to successful completion. By employing a consultative approach, you will enhance client satisfaction throughout the order lifecycle and cultivate robust, lasting relationships with customers while also achieving revenue and margin objectives.
Essential Duties and Responsibilities Include but are not limited to: Client/Account Servicing - Build and maintain strong client relationships to foster trust, align business needs, and expand revenue opportunities.
- Gain a thorough understanding of client requirements, business practices, and satisfaction criteria.
- Serve as the primary point of contact for coordinating and executing Insidesource activities (both pre-sales and post-sales).
- Oversee the overall performance of Insidesource account/project teams, including sales support, design, project management, and field service.
- Be accountable for the end-to-end client experience and maintaining high levels of satisfaction.
- Respond promptly to customer inquiries regarding products, services, and information.
- Generate weekly status reports to keep stakeholders informed.
- Manage relationships with relevant third-party influencers, such as contractors and design firms, related to client accounts.
Sales, Project & Work Order Management - Input and manage sales forecasts in our CRM system.
- Collaborate with Insidesource teams to create plans, develop specifications, generate accurate quotes, and present them to clients in a timely fashion.
- Develop and implement service contracts and service level agreements.
- Ensure all close of sale processes are completed by obtaining signed proposals, terms and conditions, purchase orders, and deposits.
- Identify, document, and resolve any obstacles or changes in project scope while ensuring client and Insidesource satisfaction.
- Lead the implementation of all client projects, work orders, and service requests.
- Review and create work plans, schedules, and logistics for project execution.
- Oversee the contributions of team members, including designers, project managers, account coordinators, and installation crews.
- Manage project responsibilities, including conducting site visits during installations.
- Prepare project and work order status reports as needed.
- Attend project and construction meetings as necessary.
- Provide exceptional communication and leadership to customers and internal teams.
- Collaborate with New Business Development/Account Executives in response to requests for information, pricing, and services.
Organizational Standards - Facilitate productive interactions with internal and external teams, including collaborating with subcontractors and manufacturers.
- Balance the workload of internal teams to ensure adequately supported activities.
- Demonstrate and embody Insidesource values of Team First, Client Led, Change Makers, and Experience Focused.
- Offer mentorship and promote the growth and development of team members.
Other Requirements - Some travel may be required.
- Active participation in company, department, and team meetings is expected.
- Regular attendance at industry events is encouraged.
Supervisory Responsibilities None
Skills, Knowledge, Experience Required - Exceptional project management and organizational abilities to manage multiple projects with minimal guidance in a collaborative team setting under tight deadlines.
- Proficient in Microsoft Office (Excel, Teams, Word, Outlook, PowerPoint), Adobe Systems (Photoshop, InDesign), Core, HubSpot, and Miro.
- A keen eye for design and layout, especially in marketing materials.
- Strong skills in copy-editing, grammar, spelling, and punctuation.
- Excellent verbal and written communication skills.
- Analytical and administrative proficiency with strong organizational skills.
- Ability to grasp the big picture and incorporate it into daily tasks and activities.
- Experience in the dealer and/or AEC environments.
- Effective time management skills.
- Interpersonal and collaborative skills to engage effectively with diverse personnel and departments.
- Self-motivated, critical thinker with a collaborative and creative mindset.
- Ability to lead and inspire cross-functional teams.
- Experience in the contract furniture industry is strongly preferred, including familiarity with RFP processes, product knowledge, and specifications.
Acknowledgement This job description outlines the essential functions and qualifications for this position. Responsibilities may evolve to meet the changing needs of the company.