Client Relationship Manager

Client Relationship Manager (Strategic Account Manager)

Hybrid

Monday-Friday 8am-5pm or 9am-6pm

Wilmington, DE/ Tallahassee, FL/ New York, NY

The Strategic Account Manager (SAM) is responsible for protecting and growing CSC's existing revenue base through proactive client engagement, risk identification, and strategic collaboration with Sales. This role focuses on outbound activity to strengthen client relationships, mitigate attrition risk, and identify expansion opportunities within assigned accounts.

The SAM acts as a trusted advisor to key clients, ensuring service excellence while aligning CSC solutions to evolving client needs.

Key Responsibilities

1. Revenue Retention & Risk Mitigation

• Own and deliver against assigned client retention targets.
• Proactively identify at-risk accounts through service trends, engagement gaps, M&A activity, or competitive signals.
• Execute structured retention strategies to prevent revenue erosion.
• Partner with internal stakeholders to resolve issues impacting client satisfaction.

2. Proactive Outbound Client Engagement

• Maintain a disciplined outbound cadence (calls, QBRs, business reviews, strategic check-ins).
• Develop and execute account engagement plans for top-tier clients.
• Build multi-threaded relationships across client organizations (legal, compliance, finance, procurement).
• Position CSC as a strategic partner-not a transactional vendor.

3. Growth & Lead Generation

• Identify and qualify cross-sell and upsell opportunities within existing accounts.
• Generate and route qualified leads to Sales, partnering through deal progression where needed.
• Collaborate on account expansion strategies and RFP responses.

4. Account Intelligence & Strategic Planning

• Monitor client activity including:

• M&A signals & reporting

• Organizational changes

• Industry trends

• Develop client communication strategies.

• Leverage data and CRM tools to prioritize outreach and actions.

5. Cross-Functional Collaboration

• Partner with:

• Sales (for expansion and deal support)

• Client Experience / Service teams (for issue resolution)

• Product teams (for solution alignment and feedback)

• Backend support (for clean records/billing)

• Act as the central point of coordination for strategic accounts.

Key Performance Indicators (KPIs)

• Client Retention Rate
• Outbound Activity Metrics
• Lead Generation Volume
• Client Engagement Scores (NPS Score)

Required Qualifications

• 3-5+ years in Account Management, Client Success, or Relationship Management
• Proven track record of retaining and growing enterprise accounts
• Experience in proactive outbound engagement models
• Strong product understanding and ability to identify revenue opportunities
• Excellent communication and executive presence
• Ability to manage complex client relationships and competing priorities
• Experience working with CRM tools (e.g., Salesforce)

Preferred Qualifications

• Experience in corporate services, legal, compliance, or financial services industries
• Familiarity with M&A activity and its impact on client needs
• Background in consultative selling or account-based management
• Experience supporting global or multi-entity clients

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