Client Relationship Manager - PSG

GreatAmerica•Cedar Rapids, IA

16d•Hybrid

About The Position

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth. Position Summary As an integral component of the GreatAmerica Portfolio Services Group (“GPSG”) team, the Client Relationship Manager (“CRM”) is responsible for maintaining and enhancing the relationship between GPSG and key external clients. This will include ensuring the continued growth and success of existing client relationships, as well as the effective onboarding of new client relationships that have been originated by sales. This is a true hybrid position, requiring both external customer relationship ability, as well as strong internal communication and coordination skills. The CRM will work closely with GPSG clients to understand their unique needs and day-to-day operational issues. Once the client’s needs or issues are understood and documented, the CRM will own the follow-up, working closely with the GPSG internal operational team to ensure a good outcome for the client. Ultimately, the CRM is a strong business person, with a capacity to understand key client needs or issues and the organizational skills to ensure strong delivery There are three primary functions expected with the Client Relationship Manager role: Existing Client Relationship Management (emphasis on 5 largest clients) Develop and maintain loyalty over the long-term with key clients. This will be achieved by gaining a deep understanding the client’s business, and encouraging joint projects that are strategically important to the client Champion client requests and issues, ensuring efficient and effective solution Management of GPSG internal Standard Operating Procedure for each client Working with GSPG operations team, ensure that all interactions with clients are well documented Prepare communication plans to keep clients up to date with developments in the Company. As necessary, arrange meetings and lead presentations with clients to review status of relationships Facilitate scheduled calls/meetings with clients to ensure servicing standards and expectations are met New Client Relationship Onboarding Management of Onboarding Process for new client relationships Create and update a clearly documented onboarding plan Refinement of Onboarding Process to develop long-term scalable solutions for the onboarding of new clients Working with GSPG operations team, ensure that all onboarding steps are well documented within the SOP’s Facilitate scheduled calls/meetings with client to ensure onboarding is on schedule and meeting needs Internal Communication and Coordination with GPSG operations Team Utilizing internal GPSG client request portal, track and document all client issues and requests To ensure that key accounts receive the appropriate level of service, the CRM coordinates with the GPSG operations teams that deal directly or indirectly with clients The CRM works with the GPSG operations team to ensure the establishment of policies and standards of service for each department and monitors the operation’s performance Updates internal teams with important client news and gives regular updates during Hudl meetings This role will apply proven communication, analytical and problem-solving skills. Regular communication with key stakeholders inside and outside GreatAmerica will be crucial. This role requires a person that is a self-directed with strong communication, analytical and problem solving skills.

Requirements

Bachelor’s degree or equivalent required
Minimum 5 years of work experience in client relationship management role
Advanced knowledge of the Microsoft Office Suite.
GreatAmerica internal systems knowledge
Client utilized systems (e.g. front end platforms, etc.).
Exceptional organizational, analytical and follow-through skills
Excellent verbal and written communication skills
Role will likely include periodic large project oriented demands with tight deadlines requiring more than standard work hours and the need to respond quickly
Must demonstrate sound business judgment

Responsibilities

Relationship Management: Provide ownership and single point of contact for key client relationships
Build and manage strategic relationships with appropriate counterparts within GPSG client’s business
Occasional travel will be required for strategic partner visits, client visits and industry events
Keep abreast of new industry developments that will have an effect on internal operations and the company-client relationship
Account Planning: Develop a deep knowledge of GPSG client’s business, including their future growth plans.
Ensure that GPSG servicing solutions are in-line with the future of the client
Proactively define and develop new servicing offerings to enhance the loyalty of the GPSG client
Maintain awareness of changes in environment that have an impact on the overall business plan and respond accordingly
Monitor industry trends and build competitive intelligence that translates into potential GreatAmerica opportunity
Communication: Develop strong lines of communication with all levels at key GPSG clients
Regularly communicate strategic direction and status of all outstanding client requests/projects to Business Unit and Functional Leadership
Create, communicate and manage the prioritized client request map
Coordination: Externally, must coordinate requests with the client to ensure that they are understood
Internally, must interface with various departments and functional teams
Work with the GPSG operations team to ensure that projects are developed
Business Unit: Actively participate in GPSG leadership initiatives and recommend courses of action that align with the vision of the Business Unit

Benefits

Competitive Compensation
Monthly Bonuses for Eligible Employees
401(k) and Company Match
Annual Profit Sharing
Paid Time Off
Paid Vacation - starting at 80 hours annually for employees in their first year of service.
Paid Sick Days - Ten (10) per year with a conversion option for unused time.
Ten (10) Paid Holidays per year
Gym Reimbursement
Health Insurance
Dental Insurance
Vision Insurance
Short-Term and Long Term Disability
Company Paid Life Insurance
Flexible Spending Accounts (FSA)
Health Savings Accounts (HSA)
Employee Assistance Program
Parental Leave
Tuition Assistance
Networking Opportunities
Leadership Development Opportunities
Paid Parking
Service Awards
Hybrid work arrangements
Business casual environment
A strong organizational culture focused on our greatest asset: you !