Customer Relationship Manager

Century Linen•Village of Canastota, NY

4d•$60,000 - $75,000•Onsite

About The Position

The Customer Relationship Manager develops, grows, and supports existing customer relationships at local facilities across an assigned geographic area. The role manages accounts for healthcare-market customers, including facilities with and without onsite linen staff. It focuses on delivering high-quality service, maintaining customer retention and renewals, and generating revenue by offering additional products and services. The manager builds strategic relationships with operations, linen, and other departmental staff and participates in cross-functional work. The position manages customer satisfaction and linen services through regular in-person site visits, customer education, and review of linen usage and inventory data. It analyzes performance and utilization, helps customers develop action plans for improvement and cost management, and works with plant operations and other employees to meet delivery, fill-rate, quality, and customer-service standards. When service problems occur, the manager investigates and works with company staff to resolve them, and may recommend solutions to management. The role also prepares monthly customer report cards. The manager identifies add-on sales opportunities, maintains relationships with decision makers, and records activities in Salesforce.com. The role supports account renewals by analyzing account status, coordinating with the market management team, meeting with facility representatives, and preparing renewal proposals when necessary. It also provides recommendations to management on efficiency and cost reductions and helps develop and carry out corrective action plans. The CRM supervises all onsite linen staff. Frequent travel to customer sites is required, sometimes with overnight stays; distance driving may be necessary. Employees use their own cell phones and vehicles and submit weekly expense reports. The work involves communication in person, by telephone, and by email, as well as considerable walking in hospitals and outpatient facilities, driving between customers, typing, and occasionally lifting or moving supplies or luggage weighing less than 25 pounds.

Requirements

3–5 years of successful experience in account management, sales, marketing, and customer service.
Computational, communication, and technology proficiency.
Proficiency in Microsoft Office.
Proficiency in profitability and contact-management programs.
Strong written and verbal communication skills.
Strong presentation skills, including speaking to large groups in educational or promotional settings.
Ability to manage, train, and educate customers regarding linen use and recommend solutions that meet their goals.
Ability to interview, hire, manage, train, educate, evaluate, and discipline company employees.
Professional skills in problem management and follow-up.
Strong social interaction and relationship-management skills.
Team-oriented mentality.
Thorough understanding of quantitative measurement and analysis in client service.
Ability to work with a team to improve work processes.
Ability to travel frequently to customer locations, including occasional overnight stays, and drive long distances as required.
Ability to use a personal vehicle and cell phone for work and submit weekly expense reports.
Ability to walk considerably, stand frequently, drive to multiple customers per day, type, and move objects weighing less than 25 pounds.

Nice To Haves

Experience in healthcare or the healthcare laundry industry.
B.A. or B.S. degree.
Previous experience using Salesforce.com.

Responsibilities

Manage customer relationships and satisfaction with company-provided linen services.
Conduct regular in-person customer site visits to provide service education and discuss customer goals and service processes.
Collect and analyze linen usage and inventory data to evaluate company performance, customer and company goals, and utilization.
Educate customers on utilization and report analysis, and develop action plans for improvement and cost management.
Build relationships with onsite linen staff, end users, and facility management to understand facility policies and practices.
Work with the Plant Operations Director and plant employees to meet delivery, fill-rate, quality, and customer-service standards.
Investigate customer service issues, coordinate with company staff to resolve them, and recommend proposed solutions to supervisors or senior management as needed.
Generate monthly Customer Report Card updates for external customers and internal plant meetings.
Identify add-on sales opportunities for higher-tier products and value-added services for existing customers.
Build and sustain relationships with decision makers on assigned accounts through planned visits.
Maintain accurate activity records in Salesforce.com.
Support customer renewal strategy by analyzing account profitability, add-on opportunities, and satisfaction.
Manage service renewals with the market management team, meet with facility representatives, and prepare renewal proposals when necessary.
Provide written recommendations to management on efficiency improvements and cost reductions with measured savings opportunities.
Assist in developing and following corrective action plans for client-service inefficiencies.
Supervise all onsite linen staff.