Client Relationship Manager

Job description

POSITION SUMMARY: The Client Relationship Manager (CRM) is responsible for providing exceptional client care while leading a team that manages a portfolio of new and existing accounts. The CRM serves as the primary client-facing leader, ensuring that clients receive outstanding service and professional support. This role involves mentoring team members, addressing client issues, and developing strategies to retain and grow client relationships. The CRM also plays a key role in process improvement, automation, and promoting a positive team environment. PRINCIPAL DUTIES & RESPONSIBILITIES (Core Competencies): - Client Leadership and Team Mentorship: Act as the primary client-facing team leader for a large number of clients, providing guidance and mentorship to Relationship Specialists to ensure high service standards (Advanced). - Client Issue Resolution: Serve as the first point of escalation for client issues, addressing concerns and joining client calls to facilitate resolution, even outside of standard business hours (Advanced). - Relationship Management and Retention: Build and maintain strong relationships with Plan Administrators, Brokers, and Client Experience team members, p...