Posted 1 month ago

Client Relationship Manager

ChicagoHybrid

AI Summary

The Client Relationship Manager at Lessen is responsible for building and sustaining strong client relationships, driving profitable business results, and ensuring operational excellence for assigned customers. The role involves conducting client needs assessments, resolving escalated issues, and presenting quarterly business reviews.

About this role

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago.

The Client Relationship Manager is responsible for driving profitable business results and operational excellence by creating and developing strong, sustainable business relationships with their clients. Operates with some guidance.

What You'll Do:

Uncover and understand client objectives, challenges and needs by performing regular client needs assessments

Leverage internal resources to enhance the customer experience

Establish and grow senior relationships with assigned customers

Prevent and/or resolve escalated client issues

Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information

Develop a quarterly plan to translate customer objectives into an overarching strategy

Actively participate in long range strategic planning for customer

May contribute to senior level client meetings and attends regular client status meetings as appropriate

Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers

Manage relationships both proactively and reactively

Maintain a consistent focus on delivering exceptional customer experiences

Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.

Model and promote exemplary customer engagement practices

Understand business concepts and uses strategic processes to make good business decisions

Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals

Produce and present quarterly business reviews as needed

Provide field team support as needed

Foster a positive team environment

Ensure confidentiality of internal and external data

Perform ad-hoc projects and other duties as assigned

Travel expected up to 20%

What You'll Need:

Bachelor’s degree

6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry

Professional, relevant examples of solving tough customer issues

Proficient in Microsoft Office Suite, including strong Excel skills

Multi-unit management experience

Experience in a trade

Experience in facilities industry

Skills

Account ManagementClient Needs AssessmentsEscalation ManagementExcelFacilities IndustryMicrosoft OfficeMulti-unit ManagementQuarterly Business ReviewsTrade ExperienceVendor Management