Customer Relationship Manager Job in Bridgewater 08807, New Jersey US
We are a premiere software development company with offices in the US, Europe and Asia.
We are seeking to add to our client services team a highly skilled Customer Relationship Manager.
The Customer Relationship Manager (CRM) maintains contact with clients throughout the customer lifecycle, but especially post-sale and after project closure, in order to facilitate a positive and productive long-term relationship.
The CRMs mission is to keep customers happy with LabVantage products and services so that they continue to invest with LabVantage for their ongoing LIMS needs.
The CRM is responsible for outbound communications to the existing LabVantage customer base: Follow-up on Support & Maintenance Plan (SMP) renewal quotesTargeted sales campaigns (up-selling opportunities to existing customers)UpgradesAdd-on licensesExtended functionality modulesServicesTrainingMarketing & customer satisfaction surveysSMP Renewals· Work with Finance to ensure accuracy of SMP renewal quotes and make sure that they are sent to the customer on a timely basis· Follow-up with Customer after SMP renewal has been sent out, work with Finance and others as needed to respond to issues/concerns· Escalate concerns regarding non-renewal to Management · Track SMP renewals, manage SMP renewal forecast Other Outbound Communications· Work with Management, Sales & Marketing to identify sales campaigns and execute on those campaigns · Work with Management and Marketing to prepare and carry out surveys Follow-up ActivitiesThe CRM should be able to handle directly simple sales opportunities and many of the issues that may arise.
Sometimes, however, as a result of these communications the CRM will need to facilitate communications with other departments/functions within LabVantage: SMP renewal details (Finance)Invoicing issues (Finance) Account problems (Sales, Customer Care)Customer concerns and suggestions (Customer Care)Product feedback, enhancement, upgrades, and development (Customer Care, Development)Add-on sales (Sales, Upgrade Team, Education Services)New project work/complex sales opportunities (Sales, Professional Services) C.
Job Qualifications Necessary· Experience in the telemarketing field as it relates to software solutions.
· Exceptional verbal and written communication skills with great attention to detail.
· Entrepreneurial spirit; a make it happen attitude and approach.
· High degree of intelligence, maturity, adaptability and initiative.
· Industrious, proactive work ethic.
· Proficient in Microsoft Word, Excel and Outlook.
· Knowledge of laboratory information management systems (LIMS) strongly desired.
· Laboratory experience a plus.
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