Customer Relationship Manager

KickBack Rewards Systems - Loyalty Marketing & Gift Card Services
Job Description
Overall Responsibility
This is a staff position with the primary focus being on developing and maintaining relationships with customers.  CRM’s must have the skills to analyze work flow, evaluate systems and formulate plans.  CRM’s will be required to recommend strategies and communicate the desires of clients to other members of the project team to ensure understanding of the clients’ challenges and goals.  CRM’s also are charged with monitoring progress against a set of benchmarks and metrics.
Key Tasks and Responsibilities
Establish a rapport with the customer and confidence in the KickBack program.
  • Troubleshoot potential problems and rectify existing problems.
  • Work closely with Sales and Technical Support teams to problem solve and assist customers to achieve optimal program results.
  • Maintain detailed and accurate customer account information in SugarCRM and In-House Proprietary software.
  • Communicate with accounting, changes in customer contact data, change of ownership, change in level of service and program discontinuation.
  • The CRM team will work closely with each other in order to maintain the highest level of customer satisfaction to ensure KRS profit standards.
  • Facilitate decision making of finance and operations by presenting data analysis.
  • Conduct cost/benefit analysis.
  • Other responsibilities as assigned by management.
Skills and Attributes
Well-developed analytic and problem solving skills
  • Well-developed planning and organizational skills.
  • Well-developed interpersonal, written and verbal communication skills.
  • Highly organized with ability to manage multiple priorities and deliver assignments on time.
  • High degree of proficiency with Microsoft Office software (MS Word, Excel) and other CRM computer programs.
  • Successful in dealing with customers and company personnel at all levels.
  • Ability to sit for long periods of time at the computer, talk on the phone for extended periods of time.
  • Ability to work without supervision.
  • Meet expectations for attendance and punctuality.
  • Must have a positive attitude.
  • Must be able to pass a background check.
Prefer Associates Degree or equivalent experience. 
Other Qualifications
  • Database/SQL
  • Advanced Excel
  • Business Process/Improvement
Contact Information