Customer Relationship Manager

Introduction:

The candidate has a strong background in customer management and business operations, consistently driving improvements in processes, customer satisfaction, and revenue growth. They excel at managing customer renewals, ensuring contract terms align with customer business needs, and maintaining close relationships with internal teams, such as Sales, Legal, and Support. Their expertise in SaaS products and contract management has allowed them to effectively negotiate renewals and implement strategies that minimize churn and maximize customer retention. They are adept at using tools like SalesForce, and are responsible for creating dashboards to track KPIs, enabling better decision-making and performance analysis. In addition to their customer-centric responsibilities, the candidate has deep experience in financial management, specifically in accounts receivable and collections. They have successfully managed portfolios of accounts, ensuring timely cash flow and reducing overdue debts. By proactively communicating with customers and internal teams, they ensure issues are resolved quickly, and credit policies are adhered to. Their ability to assess financial risks and recommend solutions based on their detailed analysis of customer accounts has been instrumental in maintaining healthy financial operations. The candidate has also demonstrated leadership in managing internal projects and process improvements. Their knowledge of business analysis principles allows them to clearly distinguish between roles such as business analyst and project manager, ensuring they apply the right techniques for stakeholder engagement and requirement elicitation. They have shown a commitment to continuous learning, having recently completed a business analyst course to further hone their skills. Their versatility across different industries—ranging from SaaS and finance to retail—highlights their ability to adapt and thrive in diverse environments.

Responsibilities:

• Extensive experience in customer renewals and business analysis within SaaS and enterprise products.
• Expertise in contract management, ensuring alignment with customer business needs and renewal negotiations.
• Skilled in using SalesForce Lightning CPQ for quoting and dashboard creation for KPI tracking.
• Proficient in maintaining relationships with cross-functional teams including Sales, Legal, Pricing, and Support.
• Adept at creating and managing reports on progress of maintenance renewals and other key business metrics.
• Strong understanding of financial management, including proactive cash collections, managing credit limits, and overseeing accounts receivable.
• Experience in developing and executing strategies to improve collection performance and minimize overdue accounts.
• Ability to handle complex customer issues, including credit assessments, order releases, and payment disputes.
• Demonstrated expertise in implementing process improvements to enhance team performance and customer satisfaction.
• Solid experience with analyzing financial statements and establishing risk mitigation strategies for clients.
• Skilled in identifying business opportunities and generating revenue growth by building customer relationships.
• Strong communicator, skilled in facilitating meetings, managing stakeholder expectations, and resolving conflicts professionally.
• Ability to onboard and mentor new team members, fostering a collaborative team environment.
• Knowledgeable in business analysis methodologies, including stakeholder analysis and requirement elicitation.
• Proficient in using Microsoft Office Suite, Visio, and other project management tools to document processes and strategies.
• Fluent in Romanian, English, and Spanish, with strong cross-cultural communication abilities.
• Leadership experience in managing internal projects, ensuring timely completion and adherence to goals.
• Consistently strives to improve customer satisfaction and business outcomes through proactive account management.
• Well-versed in financial invoicing, credit notes issuance, and collection reporting in various business environments.
• Deep understanding of credit control and AR processes, ensuring strict adherence to company policies and industry standards.