Client Relations Manager

Novo Building Products•Atlanta, GA

About The Position

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes. The Client Relations Manager (CRM), reporting to the Director of Service, plays a critical role in building and maintaining strong client partnerships. This position serves as the primary point of contact for assigned accounts, ensuring exceptional service delivery, client satisfaction, and long-term retention. The CRM collaborates closely with operations, sales, and leadership teams to proactively address client needs, identify growth opportunities, and drive continuous improvement across all aspects of the linen program.

Requirements

Proven experience as a Client Relations Manager, Account Manager, or Relationship Manager
Demonstrated success meeting or exceeding performance and revenue targets
Strong communication, problem-solving, and relationship-building skills
Ability to analyze data and present insights effectively
Proficiency in Microsoft Office and CRM platforms (e.g. Salesforce)

Nice To Haves

Bachelor’s degree in Business Administration, Marketing, or related field preferred

Responsibilities

Client Relationship Management Develop and maintain strong, long-term relationships with assigned clients
Serve as the primary point of contact for client inquiries, concerns, and issue resolution
Schedule and lead regular client meetings, including monthly and quarterly business reviews
Ensure client satisfaction through proactive communication and follow-up
Operational Support & Account Management Conduct routine site visits, including linen room audits, scrub inventory, unit rounding, and customer surveys
Monitor inventory levels and par compliance; address discrepancies and coordinate adjustments
Ensure adherence to contract terms by both NOVO and the client
Collaborate with plant leadership to resolve operational issues and improve service delivery
Performance Tracking & Reporting Analyze reports and data to identify trends, opportunities, and areas for improvement
Maintain accurate and timely updates in systems such as ABS, LinenMaster, Salesforce, and OneDrive
Prepare and deliver presentations to clients and internal stakeholders
Client Education & Engagement Lead client education initiatives including in-servicing, linen awareness programs, and cost-saving strategies
Support linen utilization improvement efforts and promote best practices
Business Growth & Retention Identify opportunities to upsell or cross-sell services within existing accounts
Support new business implementations as needed
Maintain and protect all business within assigned accounts
Partner with Sales and leadership to communicate leads, risks, and competitive activity
Service Excellence Respond promptly to client and internal communications (within 24 hours)
Manage after-hours or weekend communications as needed
Ensure consistent execution of scheduled activities (daily, weekly, monthly, quarterly)