Relationship Manager - Strategic Retail

GardaWorld; Boca Raton (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

GardaWorld is seeking a Relationship Manager to serve as the primary point of contact for assigned customers, ensuring high service levels and satisfaction. You will oversee day-to-day relationships, coordinate with internal teams and partners, and drive timely resolution of customer needs.

The role emphasizes strong communication, organizational skills, and the ability to manage multiple accounts and escalations, with a focus on data-driven reporting and process improvements.

Qualifications

• Experience in customer relationship management or account management.
• Ability to manage multiple customer accounts and escalations.
• Proficient in Excel and reporting tools.

Responsibilities

• Serve as the primary liaison for assigned accounts and build strong customer relationships through proactive communication and timely issue resolution.
• Monitor daily service performance, including missed pickups, change orders, and other service-related exceptions.
• Investigate and resolve complex customer concerns by coordinating with branch operations and partners.
• Prepare and review customer performance reports, identify trends, and communicate improvement opportunities.
• Identify recurring operational challenges and contribute to efficiency and reporting accuracy improvements.

Skills

CRM experience

Strong communication

Organizational skills

Problem solving

Excel & reporting

Cross-functional collaboration

Tools

Excel

Reporting tools

Job description

The Relationship Manager serves as a primary point of contact for assigned customers, ensuring a high level of service, operational performance, and customer satisfaction. This role is responsible for managing day-to-day customer relationships, resolving service-related issues, monitoring performance, and coordinating with internal departments and external partners to ensure timely resolution of customer needs.

Key Responsibilities

• Customer Relationship Management: Serve as the primary liaison for assigned accounts, building strong customer relationships through proactive communication, regular performance reviews, and timely issue resolution.
• Operational Oversight: Monitor daily service performance, including missed pickups, change order discrepancies, smart safe activity, and other service-related exceptions.
• Escalation Management: Investigate and resolve complex customer concerns by coordinating with branch operations, internal support teams, financial institutions, and third-party partners.
• Reporting & Analysis: Prepare and review customer performance reports, identify service trends, monitor SLA compliance, and communicate opportunities for improvement.
• Process Improvement: Identify recurring operational challenges and contribute to initiatives that improve efficiency, reporting accuracy, and the overall customer experience.

Qualifications & Skills

• Strong communication, organization, and problem-solving skills.
• Ability to manage multiple customer accounts, competing priorities, and time-sensitive escalations.
• Experience in customer relationship management, account management, or operational support.
• Proficiency in Microsoft Excel and reporting tools, with the ability to analyze data and communicate findings.
• A proactive, customer-focused mindset with the ability to collaborate effectively across multiple departments.