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    Manager, Client Relationship - New York, United States - Gemological Institute of America Inc.

    Gemological Institute of America Inc.
    Gemological Institute of America Inc. New York, United States

    1 week ago

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    Description
    Manager, Client Relationship - We offer a competitive benefits package

    The Company:
    GIA is the world's foremost authority in gemology. GIA in New York is located in midtown Manhattan at the heart of the diamond district. A part of a global organization, this campus accommodates approximately 400 of the 3,500 employees that GIA employs worldwide.

    It offers many competitive health and commuter benefits that promote the well-being of its employees, as well as that of the environment.


    The Location:
    New York, NY


    Job Overview:
    Responsible for cultivating relationships with clients as well as managing the Client service team to support the department goals.

    The Client Relationship Manager is the main point of contact to collaborate with US-based Market Development team members for new initiatives and white-glove customer support (Tier 1 & 2).

    The Client Relationship Manager is also responsible for employee growth within the client service department; providing proactive solutions for customer success and client satisfaction; and mentoring team members to ensure the best client experience possible.


    ESSENTIAL DUTIES AND RESPONSIBILITIES
    Include the following. Other duties may be assigned.

    Manage and perform the following and other duties assigned to meet the teams operational and production goals:


    • Relentlessly prioritizes the customer experience and empowers teams to pursue actions and ideas that address and anticipate customer needs.
    • Increase CSR efficiency by improving current customer service procedures and design practices & processes to promote 'One Contact Resolution'.
    • Collaborating with Market Development team members to bridge the gap between external and internal resources for accurate and clear client expectations.
    • Working jointly with Lab Leadership on new initiatives and products to engage with pilot clients, create processes and collect feedback.
    • Responsible for developing, planning, and implementing short- and long-range performance goals and objectives in order to achieve customer expectations.
    • Analyze data for phone and in-person client experience to improve customer experience and load-balance responsibilities.
    • Meeting & coordinating with other departments for ensuring seamless transition & smooth process flow for critical & exceptional stones and improvements in customer service procedures.
    • Proactive engagement with clients for feedback and understanding industry trends.
    • Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
    • Collaborate with internal global stakeholders to identify gaps and provide recommendations to Global Director Client Service for alignment.
    • Solving complex customer service issues and proactively addressing negative service trends.
    • Maximize the effectiveness of Salesforce to enhance departmental efficiency.
    • Voice of the Customer: Summarizing and providing critical analysis of customer feedback to improve lab processes on a quarterly review cycle.
    • Audit the supervisor & CSR call recording and Salesforce Cases & call log for quality check.
    • Oversee designing and delivery of robust training program to deliver a high standard of customer services.
    • Approving Credit Notes & Zero Bills to customers.
    • Promoting a positive work environment for CS team by motivating and leading by example.
    • Responsible for Performance Appraisals of CSR Leadership. Provides measurable feedback and suggestions for improved performance. Formulates and implements employee development plan as needed.
    • Responsible to coach, mentor and help the Client Service Department to be motivated and engaged to grow their career with GIA.
    • Provide Lab Tours for high-profile clients.
    • Responsible for troubleshooting and conducting risk analysis for the critical processes of CS function.
    • Understanding GIA's services & Fee Structure and keeping up to date with changes.
    • Understands and advocates for GIA's mission in service to the industry.
    • Keeping abreast with the latest developments in the field of Customer Service functions and technological developments and share the learning with the team.
    TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


    • Experience with CRM tools, such as Salesforce, to manage client Engagement
    • Excellent communicator capable of leading a team
    • Proficient in Excel, Power Point with strong analytical thinking
    • Proficient in Salesforce
    • Proven experience in a leadership role
    • Detail-minded with good concentration skills.
    • Proven ability to accept and learn from constructive feedback.
    • Industry background or Diamond Grading knowledge is preferred but not required

    EDUCATION AND EXPERIENCE
    Bachelor's degree (B.A. or B.S) from four-year college or university preferred; or equivalent combination of training and experience.


    • 5+ years of customer/client service experience
    • 3+ year of experience leading and managing staff
    PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

    Physical Demands


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


    While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear.

    The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds.

    Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

    This position is located in New York, NY reporting fully on-site due to the nature of the job.

    Work Environment


    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

    While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is frequently exposed to vibration. The noise level in the work environment is usually moderate


    Pay Range:
    $90-$114K

    Why Should You Apply?


    • Great benefits
    • Professional and educational development opportunities
    • Global non-profit organization

    Disclaimer:

    This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time.

    Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
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