Customer Relationship Manager

Job description

DEX JOB DESCRIPTION Job Title Customer Relationship Manager Job grade Job Department Sales Job Sub - Department Sales Job Code CRM Effective Date 03/01/2025 JOB SUMMARY The Customer Relationship Manager (CRM) proactively supports and strengthens customer relationships , ensuring satisfaction, retention, and growth. This role involves strategically increasing revenue and profitability through effective engagement with existing clients, conducting quarterly reviews, optimizing aftermarket profitability, facilitating contract renewals, and independently promoting DEX services, including Managed Print Services and software solutions. The CSM fosters continuous engagement, offering strategic guidance to enhance measurable client outcomes. ESSENTIAL DUTIES AND RESPONSIBILITIES Client Relationship Management: · Build and maintain strong, long-term client relationships through proactive communication and personalized service. Account Growth & Revenue Optimization: · Independently deliver client presentations and discussions to promote DEX services, including Managed Print Services (MPS) and software solutions. · Identify and pursue opportunities to expand services through upselling and cross-selling within existing client accounts. Contract Renewal & Retention · Lead renewal discussions, negotiating favorable terms and identifying early renewal opportunities. · Maintain accurate CRM documentation of client interactions and contract details. Strategic Account Oversight & Reporting: · Monitor client accounts proactively, identifying potential risks and implementing mitigation strategies. · Develop and deliver insightful, data-driven Business Reviews. · Regularly provide internal stakeholders with updates on account performance, upcoming opportunities, and renewal status. Collaboration & Process Improvement · Partner with internal teams to deliver tailored solutions aligned with client goals. · Contribute to process enhancements and participate in professional development initiatives. MANAGEMENT AND SUPERVISORY RESPONSIBILITY · Typically reports to Management Direct Supervisor job title(s) Typically include: Team Lead – Customer Relationship Manager · JOB QUALIFICATIONS/SKILL REQUIREMENTS · Ability to establish and maintain effective working relationships with employees, businesses, and the community. · Ability to communicate clearly and concisely both in oral and written form. · Ability to perform duties with awareness and in accordance with the organization's policies and applicable laws. · To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Order processing systems and Contact Management systems. · Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected. · Completes additional tasks and assignments as requested by Leadership. EDUCATION AND EXPERIENCE REQUIREMENTS · Bachelor's degree (B. A.) from four-year college or university is preferred. · One to two years Sales related experience and/or training; or equivalent combination of education and experience WORKING CONDITIONS · Regular business hours. Some additional hours may be required. · Travel requirements: Domestic: Up to 20% · Climate controlled office environment during normal business hours. PHYSICAL REQUIREMENTS Sitting Up to 7 hour(s) a day Lifting Up to .5 hour(s) a day, up to 50lbs max. ^ Walking Up to 2 hour(s) a day Pushing/ Pulling Up to .5 hour(s) a day, up to 50lbs max. ^ Standing Up to 4 hour(s) a day Climbing Up to .5 hour(s) a day Bending/ Squatting/Stooping Up to 1 hour(s) a day Stairs Up to .5 hour(s) a day Reaching Up to 2 hour(s) a day Ladder Will not apply generally Balancing Will not apply generally Step stool Will not apply generally Twisting Up to 1 hour(s) a day Excessive heat exposure Will not apply generally Crawling Will not apply generally Excessive cold exposure Will not apply generally Hands in water Will not apply generally Dust exposure Will not apply generally Kneeling Up to 1 hour(s) a day Lound noise exposure Will not apply generally Data Entry/Typing Up to 4 hour(s) a day Humidity exposure Will not apply generally Unusual hearting or vison demands: None Specified ^Other physical demands or notes : Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position. DISCLAIMER The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed o contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be requires by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations made to enable individual with disabilities to perform essential functions. This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.