Public Works Consultant LLC

Compensation

Full Description

Overview The Lead Client Relationship Manager oversees key client accounts and leads a team of Client Relationship Managers. This role involves strategic planning, client relationship management, and ensuring the successful delivery of services. Responsibilities • Works closely with implementation team to facilitate the onboarding process for new clients, ensuring a smooth transition and a positive start to the relationship. • Understands all aspects of federal, state, and local city reporting requirements • Submits forms such as: fringe benefits statements, training reports, union reports, apprentice forms, etc. within company timelines • Submits certified payroll via LCP tracker or the appropriate reporting site within company timelines • Understands all local (city and state) and federal reporting requirements for certified payroll • Use Click Up to set up, monitor and acquire comprehensive knowledge of all active client projects and any projects that will be starting. • Create Wage Tables for projects and provide wage rates to the clients to be used when running their payroll. • Develop strong, long-lasting relationships with clients by understanding their prevailing wage reporting requirements and certified payroll needs • Offer a customized and collaborative approach to ensure the certified payroll process for each client is fluid and timely • Act as the main point of contact for clients, offering support and guidance. • Consistent communication via video calls, phone calls, and emails to ensure the prevailing wage reporting and the certified payroll process for each project has been completed within the company timelines. • Use CRM software and Microsoft Office Suite which includes using the internet, company software and any databases that client accounts are under. • Share client feedback and insights with internal teams to drive service improvements. • Participate in regular team meetings and strategy sessions to align team goals and objectives. • Proactively identify and address any issues or challenges faced by clients. • Ensure timely resolution of issues to maintain client satisfaction and trust. • Maintain professionalism and composure in tricky situations, demonstrating strong conflict resolution skills. • Manage and develop key client accounts, ensuring their needs are met in a timely and efficient manner • Lead and mentor a team of Client Relationship Managers • Develop strategic account plans to drive growth and retention • Serve as the escalation point for client issues and ensure their resolution • Provide ongoing support and service to clients, addressing their concerns and resolving issues promptly • Collaborate with internal teams to deliver high-quality service and solutions • Prepare and deliver regular performance reports to clients • Stay informed about industry trends and competitor activities • Attend meetings on an as needed basis • Update and create SOPs as new processes are introduced. Problem Solving and Conflict Resolution • Act as a mediator in conflicts between clients and internal teams, ensuring a fair and satisfactory resolution for all parties. Professional Development and Continuous Improvement • Participate in ongoing training and development programs to enhance skills. • Stay up to date with best practices and embrace new technologies. • Seeking feedback from clients and management team to identify areas for improvement and growth. • Continuously evaluate and improve CRM processes and procedures. • Share best practices and process improvements with the broader team. Qualifications • You have a stable ‘at home’ work environment with dedicated office and/or noise free space and sufficient internet connection to accomplish online work, video, and phone calls • Knowledge of state/federal prevailing wage requirements • Minimum of 2 years of experience in account management or a similar role • Strong leadership and team management skills • Excellent communication and interpersonal skills • Proven track record of managing and growing key accounts. • Proficiency in CRM software and Microsoft Office Suite • Strategic thinking and problem-solving abilities • Strong organizational skills and attention to detail Key Skills • Leadership: Ability to lead and inspire a team of Client Relationship Managers • Strategic Planning: Develop and execute account plans that drive growth • Communication: Articulate and effective in client and internal communications • Problem-Solving: Expertise in identifying issues and implementing solutions