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Client Relationship Manager (Marshall, MN)
  
Position Summary
 

About GreatAmerica

GreatAmerica is a national commercial equipment finance company dedicated to helping manufacturers, vendors and dealers be more successful and keep their customers for a lifetime.  While GreatAmerica has grown to more than 500 team members, our entrepreneurial spirit remains and endless opportunities lie ahead.  We have experienced unparalleled year over year growth since our founding in 1992.  GreatAmerica is structured in cross functional teams that allow individuals to make informed decisions that benefit the company and our customers.   There is no doubt in our minds we are building the greatest company of its kind, offering the finest products and services available anywhere.  When you are part of the GreatAmerica team, you are part of the future, part of an opportunity to grow professionally and to reach your potential while enjoying your work.

About this position

Do you enjoy building and maintaining customer relationships?  Are you a natural problem solver?  We are seeking a self-directed individual to join our team as an integral component of the GreatAmerica Portfolio Services Group. The Client Relationship Manager is responsible for maintaining and enhancing the relationship between our team 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. You will work closely with our clients to understand their unique needs and day-to-day operational issues. Once the client’s needs or issues are understood and documented, you will own the follow-up, working closely with the internal operational team to ensure a good outcome for the client. Ultimately, we are seeking a strong business person, with a capacity to understand key client needs or issues and the organizational skills to ensure strong delivery.

Specific responsibilities include:

There are three primary functions expected with the Client Relationship Manager role:

  1. 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 internal Standard Operating Procedure for each client
    • Work with the operations team to 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

     

  2. 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
    • Work with the operations team to ensure that all onboarding steps are well documented within the standard operating procedures
    • Facilitate scheduled calls/meetings with client to ensure onboarding is on schedule and meeting needs

      

  3. Internal Communication and Coordination with GPSG operations Team
    • Utilize internal client request portal to track and document all client issues and requests
    • To ensure that key accounts receive the appropriate level of service, you will coordinate with the operations teams that deal directly or indirectly with clients
    • Ensures 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 team meetings

 

Essential Functions

  • Provide ownership and single point of contact for key client relationships
  • Build and manage strategic relationships with appropriate counterparts within 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
  • Develop a deep knowledge of client’s business, including their future growth plans.  Ensure that our servicing solutions are in-line with the future of the client
  • Proactively define and develop new servicing offerings to enhance the loyalty of the 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
  • Develop strong lines of communication with all levels at key 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
  • Externally, must coordinate requests with the client to ensure that they are understood
  • Internally, must interface with various departments and functional team
  • Work with the operations team to ensure that projects are developed
  • Actively participate in leadership initiatives and recommend courses of action that align with the vision of the Business Unit
Position Qualifications

Qualifications

Education and Experience: For this position you must have a Bachelor’s degree or equivalent.  A minimum of 5 years of work experience in a client relationship management role is preferred.

Competencies for all GreatAmerica team members:  
Decision Making, Detail Oriented, Active Listening, Persuasive, Problem Solving, Project Management, Relationship Building, Problem Solving, Technical Aptitude , Analytical Skills, Business Acumen and Presentation Skills

Competencies for this position: Detail oriented, careful with rules, accurate, organized and focused with the ability to concentrate on the task at hand

Computer Skills:  Advanced knowledge of the Microsoft Office Suite. Proficiency in Microsoft Office Suite is required.  Client utilized systems (e.g. front end platforms, etc.) is a plus.

Other Requirements: 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.  This 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.