Customer Relationship Manager

INNIO•Houston, TX

34d•Onsite

About The Position

The Customer Relationship Manager is responsible for overseeing the performance of aftermarket service contracts, including planning, execution, and compliance with CSA and MSA agreements. This role ensures timely billing, receivables collection, and financial KPI achievement. Additionally, the position assists Field Service Managers with scope changes and acts as the escalation point for all aftermarket issues. This is an onsite daily position based in Houston, Texas.

Requirements

Bachelor’s degree in Business Administration or related field
Minimum of five (5) years experience in a high-level customer service or account management role within operations, directly supporting customers
Demonstrated experience in the energy, power generation, industrial equipment, or similar industry
Experience in client solutions, including cost and revenue tracking and reporting
Experience ensuring alignment with P&L (Profit & Loss) objectives and adherence to contractual terms
Advanced Microsoft Office skills (Excel: VLOOKUP, IF formulas, pivot tables, Power Pivot; Word; PowerPoint; Outlook)
Experience with business database software and data management
Understanding of service contract terms, financial planning, and compliance requirements
Strong analytical skills for revenue forecasting, cost control, and KPI tracking
Strong business acumen skills to drive decisions, manage contracts, and achieve P&L targets while ensuring compliance with contractual terms
Ability to resolve escalated customer issues with patience and professionalism, applying strong negotiation skills to maintain positive relationships and high satisfaction levels
Excellent organizational and time management skills with the ability to prioritize multiple tasks in a fast-paced environment
Ability to communicate clearly and effectively with internal teams and external customers
Analytical and problem-solving skills to identify contract execution challenges, resolve customer escalations, and implement process improvements that ensure compliance and operational efficiency
Ability to work independently and collaboratively as part of a team, including effective coordination with cross-functional teams
Ability to work in office settings, including prolonged periods of sitting, computer use, and navigating workshop areas
Must have clear vision for reading and screen work, effective verbal communication, and hearing ability for in-person and phone interactions

Responsibilities

Ensure compliance with CSA and MSA contractual obligations throughout the entire contract lifecycle
Act as the primary point of contact for contract execution, supporting customers and resolving escalations professionally
Collaborate with the Service Staff Manager on commercial issues and territory performance through regular meetings
Demonstrate proactive ownership of assigned commercial area, including revenue, contribution margin, and cash metrics
Execute timely billing processes (within five days) and manage escalated receivables collection in coordination with HQ Cash Collection
Coordinate with Service Analyst and Ops Finance for financial projections, revenue recognition, and cost control
Oversee complex service jobs from proposal through completion, ensuring alignment with P&L targets and contractual terms
Plan and liaise with internal teams (planners, plant, field service managers) and customers to schedule maintenance and ensure compliance
Deliver monthly and quarterly KPIs and support Voice of the Customer initiatives to enhance satisfaction
Partner with the Commercial team on offering decisions and revenue opportunities
Act as escalation point for aftermarket issues, including non-standard service concerns
Perform other related duties as assigned to assist with successful operations and business continuity