AVP, Client Relationship Manager

OUR COMPANY

Committed to the growth of our clients, Orion First appreciates the importance of its own team development. Orion’s culture is built around empowering each employee to channel their drive and exercise his or her own judgment, care, and leadership. Our employees are continually leading our industry forward through active roles throughout the industry association's various councils and committees. We work hard to provide motivated and talented individuals an opportunity to achieve their career goals. We cultivate employees that express an earnest desire to learn and grow within the organization, filling new roles as they gain experience. We are always seeking to connect with driven individuals because we know our growth and success is the result of talented, focused, and persistent hard work.

YOUR BENEFITS

In addition to a salary that is competitive for both the industry and the region, Orion First offers the following benefits and perquisites:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Time Off
• Retirement
• WFH Benefit
• And More!

JOB SUMMARY

The AVP, Client Relationship Manager will be focused on creating strong partnerships with our current clients by understanding their strategy, goals, needs and challenges so that Orion can serve them effectively. The role will strive to maximize the products and services used by our clients by promoting Orion’s services and illustrating the benefits. The role will work to ensure client satisfaction, build strong and trusting relationships with key influencers and decision makers; and keep Orion staff and advisory board aware of potential issues arising across client base that needs attention or raises opportunity for product/service enhancements. 

Organizational relationships: Senior Management and Client Services Teams.

Reports directly to:

Chief Experience Officer

Specific duties and responsibilities

AVP, Client Relationship Manager has the following duties and responsibilities in client management and new client acquisition.

Client Management:

1. Serve as key relationship manager for clients assigned. Collaborate with other BD team members in client management initiatives and strategy development.
2. Identify and develop relationships with key influencers and decision makers of the client.
3. Engage Orion department heads and subject matter experts on various client issues as they arise.
4. Meet with assigned key clients – top revenue generating and/or strategic clients as determined by the Chief Revenue Officer -- on a quarterly basis to identify business trends and client satisfaction. Meetings could be on-site or at industry conferences.  Be in phone contact with other clients quarterly; and a minimum of one on-site meeting annually maintain complete notes regarding the agenda and subject of visits and calls in Salesforce.
5. Develop strategic alignment between Orion and clients; develop goals and long-term objectives.
6. Develop SWOT analysis for key clients – strengths, weaknesses, opportunity, threats. Use to develop Orion strategies for managing accounts.
7. Maintain metrics for all clients related to such datapoints as active contracts, new contract bookings, etc.
8. Monitor and coordinate client special requests by engaging proper Orion subject matter experts. Initiate work orders, secure Client approval for execution, and invoice when complete to fulfill client’s special requests, and
9. Ensure client complaints are resolved. Serve as point of escalation on client issues.  Utilize case management in Salesforce.
10. Identify “add-on” sales opportunities and manage sales process to closing.
11. Stay abreast of staff experience and issues in day-to-day work with clients. Support Orion teams by helping deal with client issues that arise during daily activities.
12. Ensure Servicing Agreement Statement of Work is aligned with the actual services being delivered by Orion. Identify expanded scope of services being provided to existing clients and coordinate update in Statement of Work.  Ensure Orion responsibilities in current servicing agreements are being fulfilled.
13. Identify enhancements and additions to Orion’s current product and service offerings.
14. Maintain an awareness of client profitability.
15. Manage price changes and amendments through negotiations and contract updates.
16. Regular domestic travel to client sites and conferences required. Ten to twenty trips per year.

Success Factors

1. Knowledge of clients’ key staff, attitudes toward Orion, and ability to improve relationships, as necessary.
2. Maximize revenue opportunity with clients.
3. Increased usage of Orion products and services.
4. Identification and communication of potential enhancement to Orion’s current products and services.

Desired education and proficient skillsets

• 4-year degree,
• 2-4 years of sales and management experience
• 2-4 years’ experience in the equipment finance industry, working with finance companies or other service providers
• Experience working with C-Level and director – level personnel with clients
• Working knowledge of Salesforce or equivalent CRM highly desired
• Must take initiative and ownership, and be a team player with the ability to make decisions and maintain team ethics 
• Ability to manage multiple priorities
• Excellent written and oral communication
• Experience in communicating in client facing situations, both one-on-one and in small group settings
• Presentation skills in small group settings
• Confidence working independently
• Proficiency using Outlook, Word, Excel, Salesforce, and Teams
• Desire to exceed performance expectations