DIRECTOR OF CLIENT RELATIONSHIP MANAGEMENT, NORTH AMERICA (CLIENT SUPPORT)

Company: MRI Software
Location: Cleveland
Posted on: November 12, 2024

Job Description:

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.------ -Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.------ -And we're passionately dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks. Together with the whole Pride, (lion roar for family) employees, customers, and partners, we're on a mission to break new ground and lead the real estate industry into a digital-first future.--- -We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days in-office and 2 days remotely. This role is based at our HQ in Solon, Ohio.Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.The Role:The Director of Client Relationship Management is responsible for overseeing and enhancing the client relationship management strategy to ensure long-term client satisfaction and retention. This role involves leading a team of client relationship managers, fostering strong client partnerships, and driving initiatives that align with business objectives and client needs.You Will: - Strategic Leadership: Develop and implement a comprehensive client relationship management strategy that drives client engagement, retention, and growth.Team Management: Lead, mentor, and develop a team of client relationship managers, fostering a culture of excellence, collaboration, and continuous improvement.Client Engagement: Build and maintain strong relationships with key clients, serving as a trusted advisor to understand their needs and objectives. Proactively identify opportunities for deeper engagement.Performance Metrics: Establish KPIs and metrics to evaluate the effectiveness of client relationship initiatives. Analyze data to drive decisions and optimize client interactions.Cross-Functional Collaboration: Work closely with Sales, Marketing, Product, and Customer Support teams to ensure a unified approach to client success and service delivery.Client Feedback and Advocacy: Gather and analyze client feedback to identify areas for improvement and advocate for client needs within the organization.Contract Management: Oversee contract renewals and negotiations, ensuring client expectations are met and exceeded.Reporting: Prepare and present regular reports to senior leadership on client relationship health, trends, and initiatives.You Have:Education: Bachelor's degree or equivalent experienceExperience: 8+ years of relevant experience, with at least 5 years in a leadership role, preferable in the technology industryAnalytical mindset with the ability to interpret data, identify trends, and make data-driven decisionsExcellent communication skills, capable of influencing and guiding senior executives, as well as mentoring teamsExperience leading client-facing teams with a focus on delivering exceptional serviceProven commitment to continuous improvement within the workplaceDemonstrated ability to work collaboratively with stakeholders across different functions, including Sales, Finance, Product and Technology teamsExperience with customer support technologies, including CRM systems, ticketing platforms and AI-driven support tools preferredWe're obsessed with making this the best job you've ever had!--- -We want our teams to love working here, so we've created some incredible perks for you to enjoy:--- -Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event GroupEnjoy peace of mind over yours and your family's health with our medical coverage options and HSA benefitInvest in our competitive 401k plan and help set you up for your futureBig on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of 'Flexi' time a yearFurther your professional development and growth with our generous Tuition Reimbursement offerings -Enjoy the flexibility of working from anywhere in the world for two weeks out of the yearAt MRI, our company culture is more than a talking point - it's what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move!MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standard and continuing our growth in the PropTech space.Amazing growth takes amazing employees. Are you up to the challenge?We are not accepting unsolicited resumes from agencies and/or search firms for this job posting.Environmental ConditionsThis person will work predominantly in an office type environment.Physical DemandsWhile performing the duties of this job, the employee is regularly required to sit up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee may be required to work at a computer work station for more than 5 hours a day.Mental DemandsReading, studying focused listening, auditing, inspecting, proofreading, and evaluating required. Ability to give, receive, and analyze information and prepare written materials. Ability to communicate effectively (verbal and written); interpret policy, procedures, and data.MRI Software is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.SummaryLocation: Cleveland, Ohio OfficeType: Full time

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