Executive Customer Relations Specialist (225-729)

The Executive Customer Relations Specialist plays a pivotal role in managing and enhancing the relationship between the organization and its most valued clients. This position requires a strategic thinker who can assess customer needs, address concerns, and foster a positive relationship to drive customer satisfaction and loyalty. The role involves direct communication with clients, understanding their needs and issues, and collaborating with internal teams to ensure the highest level of service. The Executive Customer Relations Specialist acts as the voice of the customer within the company and is responsible for managing complex, high-value accounts, driving resolutions, and acting as a client advocate. Empowered with a significant level of discretion, this role demands exceptional interpersonal skills, a deep understanding of the company’s products or services, and the capability to handle pressure while making sound business decisions. It is a challenging yet rewarding position that offers the opportunity to directly impact client relationships and contribute to business growth.

Responsibilities

• Develop and maintain strong relationships with key clients to ensure long-term satisfaction.
• Serve as a primary contact point for client inquiries and service requests.
• Coordinate with internal teams to swiftly resolve customer issues and troubleshoot problems.
• Analyze client feedback and propose service improvements to enhance customer experience.
• Prepare and deliver presentations and reports to clients on service progress and updates.
• Identify opportunities for upselling and cross-selling to maximize revenue from existing customers.
• Maintain comprehensive customer records, including communications, transactions, and service trends.
• Lead strategic account planning meetings to align service delivery with client expectations.
• Assume responsibility for the resolution of escalated complaints ensuring client satisfaction.
• Monitor service performance levels and collaborate with teams to meet or exceed targets.
• Stay informed about industry trends and best practices to better serve clients.
• Train and mentor junior staff to improve their client relationship management skills.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field is preferred.
• Minimum of five years of experience in customer relations or account management.
• Excellent communication and interpersonal skills with a customer-focused mindset.
• Proven ability to manage high-value accounts and complex client relationships.
• Strong problem-solving capabilities and decision-making skills under pressure.
• Proficiency in CRM software and Microsoft Office Suite is required.
• Demonstrated success in developing strategic relationships with internal and external stakeholders.
• A strong understanding of customer feedback management and implementation of improvements.