Client Relationship Manager

CIBT; United States; Hybrid; USD 110,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan with Company

Flexible Spending Accounts

Health Savings Account

Life Insurance

Paid Holidays and PTO

Parental Leave

Pet Insurance

Travel Assistance

Identity Protection Plans

Commuter Benefits

Employee Recognition Programs

Referral Bonus Opportunities

Job summary

CIBT is seeking a Client Relationship Manager to accelerate growth and ensure retention for a portfolio of global clients in North America. You will collaborate with the operations team to expand usage of CIBT’s products and services, including technology platforms and case management systems.

The role requires flexibility, with work-from-home expectations and up to 25% travel. You will drive client success across a regional footprint and align programs with client objectives and satisfaction

Qualifications

• 5+ years of relevant experience in visa services, travel or relationship management.
• Thorough understanding of technology trends within the industry and ability to illustrate how CIBT technology solutions can benefit clients via API and integrations.

Responsibilities

• Lead planning and implementation of new clients with Operations and support teams.
• Ensure client-specific requirements and SLAs are recorded, tracked, and met; monitor performance and escalate as needed.
• Communicate with clients regularly through calls and quarterly in-person review meetings at the client site.

Skills

Relationship management

Travel industry knowledge

Communication skills

Technology trends understanding

Education

University degree

Job description

Job Summary

TheClient RelationshipManageris responsible foracceleratinggrowth andassuring theretention ofaportfolio of global clients headquarteredacrossNorth America.TheClient RelationshipManagerwillbe accountableforworkingwith their clients to fully understand theirtraveland,where applicable,mobilityprogramswith a focus on increasing the client's usage ofCIBT's full line of products and services.TheClient RelationshipManagerwillbe responsiblefor nurturing and expanding relationshipsforwith multiple clientstakeholders and decision-makers,whilecollaboratingwith day-to-day client contacts to optimize the overall program.TheClient RelationshipManagerwill be expected to work closely withouroperations teamand client, inaremote capacity. The success of this position will be measured by theexpansion of thisuniquetravel solutionincluding client facing technology and case managementsystemsacross a targeted list of existing and prospect targets.

TheClient RelationshipManagerwillbe accountable to achieve the client's program objectives byworkingwith colleaguesacross thecompany's globalfootprintto realizethe highest levels of satisfaction and engagement.

This role will require flexibility in work assignment-workfrom home willbe expectedwith travel up to25% ofthe time.

Specific Job Responsibilities
AchievesClientRetentionbyDeliveringtheHighest Levels ofClient Satisfaction:

• Leads planning and implementation of new clients. Works with the Operations and support teams to ensure this is achieved smoothly and efficiently.
• Ensures that client-specific requirements, SLAs, and culture arecentrally recordedandachieved.Monitors performance against these SLAs and escalates where necessary to ensurethat all client expectationsaremet.
• Communicates with the client:
  • Holdsfrequentcalls with clientsto review and ensure that all client needs arebeing addressed.
  • Structures meaningful client review meetings(typically held on a quarterly basis)in person at the client's office location.
• Monitors customer satisfaction as reported via client surveysand correspondence; identifies trends and works withoperationalleaders tocontinually improve performance.
• Ensures thatoperational teamsfully address any issuesthe satisfaction of the client.
• Supportsthe company’s business development teamsin winning new clients - including attending presentations/meetings and participating in RFPs.
• Trainsclientstousethecompany's proprietary technologysolutions.
• Understanding of technology trends within theindustry andcanclearlyarticulate to clients the company's technology solutions andcanexplain thebenefits toclients through API and other integration methods.

Identifies Opportunitiesforthe Expansion of Services:

• Develops a strong understanding of the client's traveland mobilityprograms and uses this to identifyadditional areas whereCIBTcan assistincluding the extension of service offerings fromCIBTvisasto immigration support.
• Ensures that clients are aware of and utilizing the full range of CIBT services,including Premium/Executive Service, or other immigration technology platform.
• Introduces new CIBT products specifically around technology in travel, immigration, legalization and export/trade document automation.
• Understandsclient needs in visas, immigration and mobility aspects, and how CIBT can delivery technology solution to close existing program gaps and address program needs.
• Evaluatesand gather information such as end user application, existing system integration, and data security requirementstodetermine what CIBT technology can beimplemented andforecasting possible development expenses to identify overall cost of opportunity.
• Providesproject management support with internal teams to define client implementation project timeline, critical milestone, task owner and resource requirements to ensure go-live date is met and service delivery model meeting Scope of Work contracted.
• Creates, logs, tracks all client onboarding, implementation and business review activities in Salesforce. Log all written correspondence, and upload signed agreements/enrollment documents.
• Monitors business and financial news to identify new client opportunities. E.g., expansion, mergers and acquisitions, new market entries, and other needs that CIBT can address.
• Works with colleagues in other CIBT offices around the world to expand services for their clients to include services in North America.

Performance Measurement:

• Achieve100% clientretention.
• Achieve5 - 10% growth within portfolio ofclients.
• Utilization rate ofvalue-addedservices.
• Increased net revenue per unit for client portfolio.
• Achieve at least 97% client satisfaction within portfolio.
• Proactively identify clients thatrequire services outside of North America and assist with implementing those services.

Education and Experience:

• Minimum of5years of relevant experience invisaservices, travelor relationship management.
• University degree (preferred but not required).
• Thorough understanding of technology trends within the industry, and abilityto illustrate how CIBT technology solution can benefit clients through API and other integration methods.
• Located inNorth America.
• High level of motivation, enthusiasm and initiative.
• Experience working across functions and teams, driving successful outcomes for the business.
• Exceptional communication skills.Confident in verbal communication skills.Mustpresentwell to clients.
• Self-starter with desire to show ownership and commitment to role.

CIBTis an award-winningvisaservice provider with an exceptional track record of growth

• We recruitthe best talent in the industryand create opportunities for employees at a national and global level.
• We foster an environment of honesty and integrity and reward those who embrace these principles.
• We aresingularly focused on achieving results for our clients while delivering an exceptional service experience.

Compensation & Benefits:

• Salary Range: $110,000 - $120,000 (depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors)
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Flexible Spending Accounts and Health Savings Account
• Life Insurance, Short-Term Disability, and Long-Term Disability Coverage
• Company Paid Holidays and Paid Time Off
• Paid Parental Leave
• Pet Insurance
• Travel Assistance Services
• Legal and Identity Theft Protection Plans
• Commuter Benefit Subsidy
• Employee Recognition Programs
• Referral Bonus Opportunities

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at [e-mail].