REGIONAL CLIENT RELATIONS MGR

K2 Services•Houston, TX

1d•Onsite

About The Position

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best. This role involves managing client relationships, ensuring daily support liaison, building strong client relationships, and improving customer satisfaction. The position also requires operational leadership to run day-to-day functions against targets and metrics, and people leadership to attract, retain, manage, develop, and motivate a team. Client Relationship Management includes being the daily support liaison, building strong client relationships, creating account strategic plans, conducting client satisfaction surveys, and providing cost savings and service enhancement initiatives. The role takes accountability for ultimate problem resolution. Operational Leadership involves understanding and running the day-to-day functions of client portfolios against targets and metrics, maintaining an operational overview of the team, evaluating and introducing new best practices, working with teams to create goals, monitoring project progress, ensuring sites are tour ready, and producing/analyzing weekly management reports. Participation in weekly leadership and management discussions is also part of this role. People Leadership focuses on attracting, retaining, managing, developing, and motivating a group of people to achieve exceptional team performance and individual growth. This includes monitoring staff time and attendance, addressing HR and performance matters, hiring and terminations, providing performance feedback and reviews, supporting career succession plans, preparing associates for growth opportunities, determining training requirements, and partnering with People Solutions to manage associate-related issues.

Requirements

Client first mentality
Leads by example demonstrating self-confidence, energy and enthusiasm
Actively listen and identify both spoken and unspoken needs
Works well under pressure
Adapt your communication style to a wide variety of personalities and situations.
Good listening and professional demeanor
Strong communication (written and verbal)
Works well in a fast-paced environment
Must be able to navigate clients of every professional level.
Must have strong technical skills (Microsoft Office Suite, Google docs, audio/visual equipment)
Must be able to stand for long periods of time
The position requires walking for long periods of time in a fast paced work environment
EXCELLENT CUSTOMER SERVICE IS A REQUIREMENT!

Nice To Haves

Minimum of 2-3 years’ experience working in a service industry such as Hotel and Restaurant Management, Hospitality and/or Event Planning.

Responsibilities

Daily support liaison between client and Forrest Solutions
Build strong client relationships, improve and maintain customer satisfaction through timely resolution of issues and communicate customer satisfaction results with the firm.
Create account strategic plan that leverage delivery capabilities, solutions and offerings that lead to growth of the services portfolios
Conduct client satisfaction surveys for service evaluation and improvement opportunities
Provide cost savings and service enhancement initiatives to client
Takes accountability for ultimate problem resolution
Understands and runs the day-to-day functions of their client portfolios against targets and metrics, including revenue, profitability, and compliance with corporate policy and procedures
Maintain an operational overview of the team to ensure that client deadlines and expectations are met and maintained
Evaluate, design and introduce new best practices in services, staffing and technology on a regular basis
Work with teams to create short- and long-term goals to ensure client expectations are met.
Monitor progress of projects and proactively identify any potential risks and implement mitigation steps.
Ensure site is tour ready; this includes proper signage, communication board and/or binders updated and site is neat, clean and organized
Produce and analyze weekly management reports.
Participate in weekly leadership and management discussions.
Attract, retain, manage, develop and motivate a group of people that achieve exceptional team performance and individual growth
Monitor staff time and attendance, dress code and policies
Addresses any HR, performance, and disciplinary matters as they arise
Responsible for hiring and terminations as required.
Provides on-going performance feedback versus objectives and conducts annual performance reviews.
Supports career succession plans to ensure critical positions are staffed timely and allow high potential associates to grow within the organization.
Prepares associates for growth opportunities and serves as mentor to managers.
Encourages, recognizes, and rewards on-going associate development.
Determines training requirements and ensures that the necessary training is completed to enhance the skill base of employees in a timely manner.
Partners with People Solutions to manage all associate-related issues, policy administration, salary planning, promotions, recruiting, retention and terminations as required.