Manager, Client Relations
Inside every person, every team, every organization, there is greatness, waiting to be unlocked. It is already there. And whether it's a client or an associate, our role at the telos institute is to liberate that greatness. Helping others succeed is both our calling and one of our most important values. It’s at the root of everything we do, and our interactions are guided by honesty, transparency, and appreciation.
The role of the Manager, Client Relations is critical to that calling. As a Manager, Client Relations, you work to strengthen, maintain and further develop established relationships with clients. The Manager gains a thorough understanding of the client's total engagement with telos and collaborates with internal partners to deliver holistic solutions. You drive positive outcomes based on client objectives while providing an effortless client experience. In collaboration with other departments, you help manage and oversee all tasks, scheduling, allocation of resources, project management, and delivery of collateral and sessions related to client engagements. The Manager is accountable for the satisfaction, success, growth and retention of their book of business.
Reporting Relationship
The Manager, Client Relations reports to a Director, Client Relations.
Responsibilities
- Use telos values to guide decision making, build relationships, solve problems and lead by example
- Serve as the primary management contact and client liaison during delivery of an engagement
- Write proposals to meet client needs and goals and ensure their timely and accurate delivery
- Maintain client satisfaction and communication
- Assign appropriate telos resources to clients
- Work with Senior Designers and delivery team to ensure on-time delivery of projects that support the client’s business
- Drive team to execute on contract terms and conditions
- Synthesize delivery team’s work into a cohesive analysis for delivery to client
- Ensure cohesion among project teams working within the same client
- Work to grow the client relationship by identifying new business opportunities
- Implement strategic plans to manage and grow accounts
- Negotiate contracts in the best interests of telos and clients
- Participate in developing budgets for engagements as well as monitoring of expenses
- Assist less experienced associates in answering questions posed by clients
- Develop beneficial working relationships with internal stakeholders
- Identify opportunities for improvement and propose new tools and processes
- Develop and maintain excellent knowledge and understanding of our business, offerings, competitors, and industry
Skills and Qualifications
- Bachelor’s degree or equivalent experience
- Experience in a professional services environment, particularly consulting and/or organizational development
- 3-5 years of experience as a project manager
- Excellent verbal, written and communication skills
- Self-motivated and able to self-manage
- Ability to work in a fast-paced environment
- Client centered mentality with passion for customer service
- Ability to relate to a variety of people, take ownership for building and sustaining relationships
- Strong motivation to achieve results and meet goals
- Highly organized with an attention to detail
- Ability to independently solve complex problems
- Ability to quickly learn new processes and embrace change/innovation
- Strong technical skills with demonstrated ability to learn multiple software systems and applications
- Proficiency in MS Office, Google Workspace and project management tools
This is a virtual position.