Customer Relationship Manager

Infinite Blue is the leading platform for resilience, business continuity, and disaster recovery planning and response. We are in search of a Customer Relationship Manager to join our expanding team.

We are relentless in our pursuit of customer satisfaction in helping build, mature, and maintain resilient organizations. As a Customer Relationship Manager, you will serve as the main relationship owner for assigned clients and work with the customer on their holistic account needs. Specifically, you will help customers onboard, adapt, and grow to help make their organization's resilience programs successful over the long term. In this role, you must be highly customer-focused, excellent in communication and support, anticipatory of needs, and help to resolve issues quickly. You will be the voice of the customer and liaison back to Infinite Blue project and technology teams in escalating/resolving issues, coordinate new project-scoped work, and shepherding projects to completion while measuring customer satisfaction. Building and maintaining strong relationships is critical to success. The primary goal is to drive business growth and retention through high-level customer satisfaction.

Candidates are expected to work from the home office in Audubon, PA three days a week.

Essential Functions and Responsibilities

• Serve as the lead point of contact for assigned customers and be their conduit for sharing information back to the Infinite Blue departments (e.g., technology, product development, support, etc.)

• Build and maintain strong, long-lasting client relationships

• Ensure smooth onboarding for new customers and early/continuous value delivery

• Identify customer areas of improvement and recommend solutions (business growth)

• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors

• Collaborate across internal and customer stakeholder groups to ensure resolution and customer satisfaction.

• Properly prioritize and escalate customer requests to the support or development team

• Clearly communicate the progress of initiatives to internal and external stakeholders

• Assist with challenging client requests or issue escalations as needed

• Ensure all internal and customer-driven change control processes are followed (detail)

• Document resolutions to issues and communicate to customers

• Provide regular reporting on projects and customer KPI's.

• Forecast and track key account metrics

• Prepare reports on account status

• Manage multiple projects including developing the project milestones, tracking issues, and status reporting

• Renewal of existing contracts/agreements with negotiations

• Identify expansion sales opportunities for products or services

• Develop account plans for key target accounts to continue the growth and utilization of Infinite Blue products and services

• Conduct quarterly business reviews with customers to provide status updates on product roadmap, and key deliverables, and understand their time-sensitive initiatives

Required Qualifications

• Strong relationship development and management skills, good interpersonal skill set

• Strong listening skills and ability to correlate customer thoughts into company action

• Demonstrable ability to communicate, present, negotiate with, and influence key stakeholders at all levels of an organization, including executive and C-level

• Experience delivering client-focused solutions to customer needs

• Proven ability to manage multiple complex activities at a time

• Strong verbal and written communication skills

• Strong customer service and organizational skills

• Strong problem-resolution and decision-making skills

• Strong time management skills, attention to detail, and outstanding follow-up skills

• Proficiency in English

Preferred Qualifications

• Proven work experience (3+ years) as an Account Manager, Key Account Manager, Sales Account Manager or relevant role, ideally in a SaaS environment

• Experience in multiple industries with varying levels of program complexity/maturity

• Solid experience with CRM software (e.g. HubSpot/Salesforce) and MS Office (particularly MS Excel) including project management software

• Knowledge of HTML and JavaScript a plus

• Understanding of relationship databases and data models

• Multi-lingual