Client Relationship Mgr at RELX in Boca Raton, Florida

Job Description:

This position manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.



Job description:

• Maintains tight control over the project schedule, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements


• Builds and maintains strong client relationships and provides day-to-day client advice and support


• Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account managers and achieves contract extensions or additional business within the account(s)


• Contracts may involve both short- and long-term commitment of service and vary significantly in value/strategic importance


• Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines


• Demonstrates mastery of concepts and procedures


• Solves complex problems


• Works independently, receives minimal guidance


• May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives


• Acts as a resource for colleagues with less experience


• Requires conceptual and practical expertise in own area and general knowledge of related areas Business Expertise: Uses best practices and knowledge of internal or external business issues to improve products/services or processes


• Often leads the work of small project teams; may formally train junior staff


• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information


• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies


• Works to build consensus with emphasis on the client experience, engages with clients post-implementation to address product performance inquiries and ensure ROI has been met.


• Optimizes every client contact to assess additional client needs and uncover additional sales opportunities.


• Prepares client correspondence per established communication plan and communicates regularly with clients, both proactively and on demand.


• Resolves service delivery or quality problem issues raised by clients and works with internal teams to respond to these issues, including participating in problem resolution process with support teams. Ensures appropriate resources remain focused on issue resolution; escalating roadblocks through management teams as needed.


• Effects change within the team and in cooperation with other internal teams through persuasion


• Product Focus: a) Collaborates with the product team to further develop knowledge of particular solutions to enhance the client's experience with LNRS; b) serves as subject matter expert on solution trends, performance, configuration and impacts to changes in the production environment; c) ensures continuous improvement by identifying changes in performance, completing and documenting analysis and drive enhancements to production; d) demonstrates in-depth knowledge of three or more LNRS products.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.


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