Client Relationship Manager

Hybrid Philadelphia, PA

Job Description: Client Relationship Manager

Position Title: Client Relationship Manager
Department:Information Technology
Reports To:Director
Location:Hybrid (Philadelphia, PA)

Position Summary

The Client Relationship Manager is responsible for building, maintaining, and strengthening long-term relationships with key clients. This role ensures client satisfaction, supports business growth, and serves as a trusted advisor by understanding client needs, providing strategic recommendations, and coordinating with internal teams to deliver high-quality solutions.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients.
• Build strong, long-term relationships to drive client satisfaction and retention.
• Conduct regular check-ins, business reviews, and feedback sessions to understand client needs and measure engagement.
• Address client inquiries, issues, and escalations promptly and professionally.

Strategic Account Planning

• Develop and execute account plans to support client goals and business objectives.
• Identify opportunities for upselling, cross-selling, and additional value creation.
• Monitor client performance metrics, usage patterns, and success indicators.

Project & Delivery Coordination

• Collaborate with internal teams (Product, Operations, Technology, Marketing, Support) to ensure timely delivery of solutions and services.
• Communicate client expectations clearly to internal stakeholders and align deliverables to client roadmaps.
• Track progress on active initiatives and proactively mitigate risks.

Business Growth & Client Advocacy

• Act as the voice of the client within the organization, advocating for feature enhancements, process improvements, and strategic initiatives.
• Prepare presentations, proposals, and business cases for client discussions.
• Support renewals and contract expansion efforts.

Reporting & Analytics

• Maintain accurate documentation in CRM systems (e.g., Salesforce, Dynamics).
• Analyze client data to identify trends, risks, and opportunities.
• Provide regular status reports, insights, and recommendations to leadership.

Qualifications

Required

• Bachelor s degree in Business, Marketing, Communications, or related field.
• 5+ years of experience in client management, account management, program/project management, or a related role.
• Strong communication, negotiation, and interpersonal skills.
• Proven ability to manage multiple client accounts and priorities simultaneously.
• Experience working cross-functionally in a fast-paced environment.

Preferred

• Experience in [industry e.g., healthcare, technology, finance].
• Familiarity with CRM platforms and customer engagement tools.
• Background in project management or service delivery.

Skills & Competencies

• Exceptional client-facing communication
• Strategic thinking and problem-solving
• Relationship building and influence
• Data-driven decision-making
• Collaboration and stakeholder management
• Adaptability and conflict resolution