Client Relationship Manager III

Cox Enterprises • Carmel, IN

2d • Remote

About The Position

This position is critical for ensuring client satisfaction and retention through high-touch white glove service and operational focus. The individual in this role will be responsible for developing, implementing, and maintaining programs, services, and SOPs. As a subject matter expert in operations, the Client Relationship Manager III will serve as the primary point of contact for assigned clients, working cross-functionally with various teams across the organization to meet client needs effectively. In this role, the Client Relationship Manager III will contribute to customer satisfaction by consistently meeting and exceeding expectations. This includes providing a high level of customer service to both internal and external customers, solving customer problems quickly and effectively, and maintaining proactive communication regarding operations status updates and product enhancements. The position requires the individual to coordinate resolutions to pivotal customer issues, ensuring that clients are kept informed of any service deficiencies from discovery through remediation. The manager will also monitor customer satisfaction levels, review and mitigate process gaps, and provide recommendations for business process efficiencies. The role demands strong leadership skills, as the Client Relationship Manager III will lead calls with clients and cross-functional team members, and ensure adherence to established procedural controls and metrics for performance reporting.

Responsibilities

• Developing, implementing, and maintaining programs, services, and SOPs
• Serve as the primary point of contact for assigned clients
• Working cross-functionally with various teams across the organization to meet client needs effectively
• Providing a high level of customer service to both internal and external customers
• Solving customer problems quickly and effectively
• Maintaining proactive communication regarding operations status updates and product enhancements
• Coordinate resolutions to pivotal customer issues
• Monitor customer satisfaction levels
• Review and mitigate process gaps
• Provide recommendations for business process efficiencies
• Lead calls with clients and cross-functional team members
• Ensure adherence to established procedural controls and metrics for performance reporting

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
• seven paid holidays throughout the calendar year
• up to 160 hours of paid wellness annually for their own wellness or that of family members
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees