Senior Client Relations Manager

$62,400 - $70,720/Yr

Electronic Recyclers International - Fresno, CA

Full-time - Senior

Fresno, CA

501-1,000 employees

Waste Management and Remediation Services

About the position

The Senior Client Relationship Manager at Electronic Recyclers International (ERI) plays a crucial role in managing large and high-profile client accounts. This position requires a strong focus on ensuring that ERI meets the requirements outlined in client scorecards and Master Service Agreements (MSAs). The Senior Client Relationship Manager will work closely with key team members and report directly to the Chief Technology Officer. This role involves guiding and assisting with the onboarding of complex accounts, reviewing the setup and process flow for new accounts, and assisting with Quarterly Business Reviews (QBRs). The manager will also be responsible for assigning and reviewing projects and requests shared with Client Relationship Assistants, ensuring quality and efficiency in service delivery. In addition to account management, the Senior Client Relationship Manager will initiate, pursue, and track system and process improvements to enhance operational flow. This includes suggesting and guiding account growth strategies to increase revenue and client retention. The role requires regular interaction with clients to address various issues, including billing, reporting requests, and logistics. The manager will act as a liaison between field operations and clients, ensuring that all jobs are tracked to completion and that client inquiries are addressed promptly. The position also involves completing Client Information Forms (CIF), ensuring accurate billing for the first 60 days, and coordinating on-site services with third-party vendors. The Senior Client Relationship Manager will participate in sales calls to document client requests and proposed solutions, and work with upper management to develop and track Sales Key Performance Indicators. This role is essential for maintaining high standards of client satisfaction and operational excellence at ERI.

Responsibilities

• Guide and assist with the onboarding of complex accounts
• Review the setup and process flow for new accounts
• Assist with Quarterly Business Reviews (QBRs)
• Assign and review projects and requests shared with the Client Relationship Assistants, ensuring quality
• Initiate, pursue, and track system & process improvements to Optech and operational flow
• Suggest, guide, and grow accounts to increase revenue, efficiency, and stickiness on behalf of the assigned National Account Executive
• Provide quotes for certain clients
• Track clients' contracts and renewals
• Report back to the clients as needed
• Encourage clients to utilize Optech as much as possible
• Interact with clients on maintenance of account, including billing issues, reporting requests, and logistics issues
• Liaison between field and operations, checking on status of jobs, working with Sales Support
• Track jobs to completion and follow up on freight and ITAD holdover reports
• Complete Client Information Form (CIF) including obtaining all billing information from the client
• Answer questions from Client Solutions on CIF; obtain answers from sales team or client if needed
• Address Service Level Agreements if needed/established within CIF
• Set client up on Optech Portal and provide training on its utilization
• Organize authorization list to ensure accuracy in Optech
• Walk through reporting access to ensure all information needed is being provided
• Provide cheat sheet at conclusion of engagement with names, titles, and phone numbers to client
• Ensure billing is accurate for first 60 days by reviewing and comparing to contracted pricing; communicate errors to accounting if necessary
• Schedule service for client for first 60 days
• Update any categories in Optech, and any pricing with CS for components not originally mapped
• Address any invoicing or service issues in first 60 days
• Define method of payment for revenue share remittance
• Manage pre-approval logs for new SB20 clients
• Inquire on identifying client map, database repository, decision makers to assist future development efforts
• Establish escalation path for each client
• Coordinate on-site services/3rd party engagements with vendor as far as scheduling, follow up, and invoicing
• Coordinate International Pickups
• Participate on sales calls to document client request/proposed solutions
• Work with upper management to develop and track Sales Key Performance Indicators
• Perform any other duties as defined by management

Requirements

• 10 years of relevant work experience is required
• BA degree in business, finance, accounting or other relevant major
• Heavy Excel usage (an excel assessment will be given to those that complete a pre-screen call and meet the qualifications)
• Management experience of 10 years (Required)

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance