Senior Client Relationship Manager

This role will manage strategic accounts, build client relationships and work as part of the relationship management team. The CRM will act as the main point of contact for a set of our key top Credit Union and/or Bank partners and will work across all client facing and internal teams. The individual will be a strategic resource, working with both sales and campaign management team members to maintain and develop client relationships while aiming to meet and exceed the highest levels of client satisfaction, retention and business results.

This role will be responsible for keeping a keen focus on increasing marketing effectiveness and efficiencies both with the client and internal teams, ultimately leading to mutual client and company success of marketing campaigns. The CRM will look to set goals that increase revenue for each client through organic growth; this can include securing additional insurance programs and launching digital strategies. The Client Relationship Manager will also establish a cadence for all top accounts with internal teams to ensure innovation, growth and retention of these accounts. This position will lead and set-up ongoing client engagement calls, business reviews and annual strategic planning meetings.

Communication will be a cornerstone of this role as the Relationship Manager will be collaborating with and communicating across stakeholders including senior executives.

Responsibilities:

• Develop and implement a business plan for top partners that encompass short-term wins and long-term goals.
• Manage the day-to-day strategic partnership with top accounts, including coordination with onboarding when applicable, implementation and project lead of key initiatives.
• Maximize client and company revenue and opportunities, maintain annual calendar marketing commitments and proactively find ways to address risk to plans.
• Analyze and make recommendations regarding each client’s goals, growth plans and marketing success. Constructively challenge the business and Leadership Teams to generate deeper relationships, as well as revenue through thought-provoking ideas that inspire others to help drive the implementation of those new concepts.
• Communicate key trends and updates from top partners to senior management and key constituencies. Maintain internal tracking documents and systems to aid in this communication process.
• The CRM will coordinate the work with all internal departments that deal directly or indirectly with clients. This position is responsible for knowing Franklin Madison’s processes and seeking process improvements to reduce costs and increase the financial health of the partner, as well as our organization.
• This individual will have a good understanding of the Financial Institution market and the governing regulatory bodies, ensuring that client contractual requirements/KPIs are adhered to by all internal teams.
• Other duties as assigned.