Careers

Client Relationship Manager

  • Job Tracking ID: 512894-577056
  • Job Location: Charlotte, NC
  • Job Level: Mid Career (2+ years)
  • Level of Education: BA/BS
  • Job Type: Full-Time/Regular
  • Date Updated: May 24, 2017
  • Years of Experience: 2 - 5 Years
  • Starting Date: June 1, 2017



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Job Description:

POSITION OVERVIEW

Responsible for managing customer accounts including the identification, scoping and delivery of NASCENT solutions. Ongoing communication and relationship building with the customer post-delivery is expected, in order to ensure customer satisfaction is maintained and to keep abreast of customer needs for NASCENT sales opportunities. NASCENT solutions include software and device level components that require an aptitude for understanding and conveying to customers explanations of technical options so that customers can make informed operational decisions. Exceptional project management skills are necessary as the role requires the coordination of Operational, Project, Hardware Design and Software resources and activities to achieve accelerated resolution of issues. By being a conduit of Customer information into the organization as well as NASCENT information to the customer, the individual in this role will help ensure proper expectations are set internally and externally and minimize miscommunication impacts. Ultimately, through proactive account management, Customer Satisfaction will be achieved and maintained.

RESPONSIBILITIES

  • Create scope documentation for new projects and changes to existing projects, following procedures for proper sign off and invoicing
  • Manage change requests against approved delivery and requirements to limit scope creep.
  • Manage project costs
  • Ability to establish and track project schedules with identified critical milestones, risks, issues, and contingency plans
  • Provide consistent clear communication with clients and internal departments throughout the project
  • Manage project resources against established schedules
  • Manage subcontractor resource scheduling, scope and invoicing
  • Properly escalate project roadblocks along with remediation tasks to management
  • Create hardware orders and anticipate necessary lead time to ensure hardware is received on time
  • Understand, track and coordinate the documentation of client requested software specification and approvals
  • Track communication and coordination of client software testing and rollout
  • Manage client installations, including tracking and proper communication of NASCENT delivery tasks, roadblock resolutions
  • Obtaining timely project sign off from customers
  • Perform regular account reviews, both internal and external, for the key Customers
  • Provide feedback internally regarding potential sales opportunities, customer concerns and suggested improvements
  • Travel to customer sites as needed to manage ongoing projects as well as maintain relationships with customers. 15-20% travel based on project levels.
  • Be available at off hours for project coordination or customer communication if necessary

Experience and Skills:

REQUIRED SKILLS & KNOWLDEGE

  • 5 years minimum experience with Customer account management in a sustaining environment
  • Experience with product environments that involve the integration of hardware and software
  • Ability to establish and maintain relationships to all Customer levels
  • Minimum 3 years in the coordination of activities resulting in the delivery of complex cross functional solutions to product performance issues
  • Data acquisition and analysis skills
  • Intermediate skills in Microsoft Office products, especially MS Project, Word and Excel
  • Must be able to pass background & acquire eRailSafe & TWIC Certification(s)

KEY COMPETENCIES

  • Must have a passion for delivering exceptional Customer service
  • Communication skills
  • Team Player
  • Presentation skills
  • Works with a sense of urgency
  • Complex problem solving skills
  • Adaptability
  • Attention to detail

WORKING ENVIRONMENT/DYNAMICS

Work is in an office, though periodic travel to customer sites will be required. Must have internet access at home and be able to remotely VPN to the work environment when necessary. Must be able to sit and use computer and phone equipment for long periods. Must tolerate stressful customer service situations gracefully and must be flexible with hours to be availability/reachable if necessary after hours.

PHYSICAL ABILITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stoop, kneel, crouch, talk and hear. The employee frequently is required to stand; walk; sit; climb stairs; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.

Benefits:

Health - Company pays portion

Dental  - Employee Paid

Vision - Employee Paid

Short Term Disability  - Employee Paid

LTD / Life / AD&D = 100 %  Company Paid

15 PTO Days

9 Paid Holidays