Customer Relationship Manager

Ieee Piscataway , NJ 08854

Posted 7 months ago


Job Summary:

This position will manage assigned relationship coverage area for IEEE Meetings, Conferences & Events. The primary responsibility of this role is to create a customer centric consulting service that promotes current and new business development. This role also facilitates timely and transparent control processes. The incumbent will act as a liaison for the Customer Relations & Operations team and act as an in-house advocate for the customer, in this case multiple IEEE Societies, and their entire conference portfolios. This is a coordination, account management, compliance and influencing role which requires a thorough understanding of the strategic priorities of the assigned account as well as those of relevant stakeholders including the IEEE Management Council Representative for Technical Activities, IEEE Geographic Units, Society Presidents and Executive Directors as well as the Senior Director of Meetings, Conferences & Events (MCE).

The position provides guidance on best practices, portfolio management, available resources, and required processes. The individual manages several simultaneous projects. They are tasked with bridging gaps and identifying strategic opportunities. This individual will work with subject matter experts within the organization to create and present a customer-centric offering and create outcomes that improve efficiency, support a great client experience and highlight and refer new business opportunities.

The role typically reports to the Manager, Customer Relationship Management and functions as an individual contributor.

Key Responsibilities:

Specific responsibilities include but are not limited to:

Relationship Development

  • Reviews and provides consultation to clients on their conference portfolios; makes recommendations to increase revenue and business opportunities for assigned accounts

  • Serves as a representative and a spokesperson for IEEE MCE on any strategic initiatives, new tools and service offerings, and outreach of new policies or processes, which includes creation and delivery of presentations to committee meetings and to customers

  • Develops, builds, and maintains strategic relationships with people at all levels and regions (US and global) of the IEEE organization e.g. volunteers and co-sponsors in the assigned account and various societies as well as with a wide array of external stakeholders (sister societies, vendors, universities, etc.)

  • Manages communication and information flow between conference volunteers, MCE, and other stakeholders, keeping them updated on MCE and IEEE progress throughout the planning phases of a conference.

  • Sets up and manage regular meetings with MCE sub teams, ensure Service Level Agreements are met and coordinate all account related activity, anticipate and avoid any service breaks or issues. Negotiate resolutions with the vendor and escalate if necessary. Resolve any discrepancies through interaction and outreach with internal and external customers.

  • Works with senior representatives of external co-sponsors (Universities, Corporations and Associations) as well as IEEE Society co-sponsors to understand mutual processes and identify opportunities to streamline and collaborate. Act as influencer and change agent.

  • Regularly meets with and develops relationships with other portfolio managers to understand their portfolios, best practices and priorities. Shares best practices with assigned account to provide continuity in CRM support across all portfolios.

  • Schedules and facilitates regular meetings and maintains communication with all other supporters of assigned conference portfolios to allow for cross collaboration and knowledge sharing across each portfolio team.

Operations and Administration

  • Develops, manage and refine processes that ensure all conferences are in compliance with IEEE and Society policies governing conferences. Inventory and compile all existing tracking forms and spreadsheets for assigned accounts. Optimize workflow with approval from all stakeholders.

  • Develops, implement, and maintain records and current status on all conferences within assigned portfolios, containing metrics and reporting functionality. Monitor and facilitate the progress of documents through all phases to ensure final approvals and agreements are in place.

  • Researches, troubleshooting questions/problems relating to conference agreements & approvals, conference publications, and financial information. Assist IEEE Conference Volunteers, assigned portfolios and MCE staff with compliance procedures and requirements including interpretation of policies.

  • Works with Business Operations team to develop, analyze, and distribute relevant reports from conference database, making and monitoring change requests and communicating status to all relevant stakeholders.

  • Researches, innovates, and proposes metrics, analyses, tools or process changes to improve IEEE MCE and Assigned societies operations

  • Partners with the service providers and regularly updates their manager on customer priorities. This includes monitoring all existing projects, partnering with committees to understand their strategy and educating department management and peers, working with external preferred partners to develop services that meet customer criteria, and attending meetings to understand partner offerings and opportunities

  • Provides administrative support as needed.

Special Projects

  • Leads special projects/initiatives as assigned.

  • Managers other IEEE projects as requested by their manager

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Customer Relationship Manager