Customer Relationship Lead

Vintti is a staffing agency that leverages the geographical advantage of Latin America to benefit US businesses. We connect companies with professionals who work in time zones closely aligned with or identical to US hours, ensuring seamless communication and collaboration. This synchronicity allows for real-time interaction, enhancing productivity and eliminating the delays often associated with offshore staffing.

The Customer Relationship Lead plays a pivotal role in fostering and maintaining strong relationships between a company and its customers. This position involves overseeing customer engagement strategies, ensuring customer satisfaction, and proactively addressing any issues or concerns. By leveraging data and insights, the Customer Relationship Lead identifies opportunities for improvement and tailors communication to enhance customer experience. Effective communication, problem-solving skills, and a strategic mindset are essential, as this role is critical in driving customer loyalty, retention, and overall business growth.

- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 3-5 years of experience in customer relationship management or a related role.
- Proven track record of successfully managing customer accounts and driving customer satisfaction.
- Strong communication skills, both written and verbal, with the ability to engage effectively with diverse audiences.
- Proficiency in using Customer Relationship Management (CRM) software and other relevant tools.
- Excellent organizational and time-management skills, with the ability to handle multiple tasks and priorities.
- Strong analytical skills with the ability to interpret customer feedback and data to propose actionable improvements.
- Ability to work collaboratively with cross-functional teams and manage internal and external relationships.
- Demonstrated ability to resolve customer complaints and issues in a professional and empathetic manner.
- Knowledge of industry trends and product knowledge relevant to the company's offerings.
- Sales skills with a proven ability to identify and pursue upselling and cross-selling opportunities.
- Experience in conducting and leading customer development activities, such as webinars and training sessions.
- Strong presentation skills with the ability to prepare and deliver customer satisfaction reports to senior management.
- Ability to develop and implement strategic customer relationship initiatives to enhance retention.
- Proactive approach to customer engagement and follow-up activities.
- Strong problem-solving skills and attention to detail.
- High level of professionalism and customer-focused attitude.

- Engage with customers via phone, email, and in-person meetings to address their queries and concerns.
- Develop and maintain strong relationships with key accounts to ensure customer satisfaction and loyalty.
- Analyze customer feedback and propose improvements to enhance the customer experience.
- Monitor and track customer interactions using CRM software, ensuring all data is accurately and promptly recorded.
- Coordinate with internal teams to ensure timely and effective resolution of customer issues.
- Prepare and deliver regular reports on customer satisfaction metrics to senior management.
- Identify opportunities to upsell or cross-sell additional products and services to customers.
- Organize and lead customer development and engagement activities, such as webinars, focus groups, and training sessions.
- Stay updated on product knowledge and industry trends to provide informed recommendations and support to customers.
- Develop and implement customer relationship strategies to improve customer retention rates.
- Assist in creating and executing personalized customer communication plans.
- Conduct regular follow-ups with customers to ensure ongoing satisfaction and address any outstanding issues.
- Facilitate customer onboarding processes to ensure a smooth and effective integration with our services.
- Collaborate with the sales and marketing teams to align strategies and drive customer engagement initiatives.
- Provide feedback to the product development team based on customer insights and experiences.
- Manage and resolve customer complaints in a timely and empathetic manner.
- Schedule and conduct regular account review meetings with key customers to discuss performance and future needs.

The ideal candidate for the Customer Relationship Lead role is a seasoned professional with at least 3-5 years of experience in customer relationship management or a similar capacity, possessing a Bachelor's degree in Business, Marketing, Communications, or a related field. They have a proven track record of effectively managing customer accounts and enhancing customer satisfaction through exceptional communication skills, both written and verbal, enabling them to engage diverse audiences confidently. Proficient in using CRM software and other relevant tools, the candidate excels in organizational and time-management skills, adept at juggling multiple priorities without compromising quality. They demonstrate strong analytical abilities to interpret customer feedback and data, proposing actionable improvements that drive customer experience enhancements. Their collaborative spirit allows them to work harmoniously with cross-functional teams, while their empathetic approach ensures prompt and professional resolution of customer complaints. With extensive knowledge of industry trends and the company's product offerings, the candidate can eloquently present customer satisfaction reports to senior management. Their proactive mindset, coupled with robust sales skills, empowers them to identify and capitalize on upselling and cross-selling opportunities. Furthermore, they possess an innovative outlook, continuously seeking ways to improve customer engagement through activities such as webinars and training sessions. Highly detailed-oriented and resilient, they thrive under pressure, maintaining composure and professionalism in stressful situations while consistently striving to achieve customer-centric goals and objectives. Their ability to influence, persuade, and build long-term relationships sets them apart, underpinned by a high level of integrity and a relentless focus on customer satisfaction.

- Engage with customers via phone, email, and in-person meetings to address their queries and concerns.
- Develop and maintain strong relationships with key accounts to ensure customer satisfaction and loyalty.
- Analyze customer feedback and propose improvements to enhance the customer experience.
- Monitor and track customer interactions using CRM software, ensuring all data is accurately and promptly recorded.
- Coordinate with internal teams to ensure timely and effective resolution of customer issues.
- Prepare and deliver regular reports on customer satisfaction metrics to senior management.
- Identify opportunities to upsell or cross-sell additional products and services to customers.
- Organize and lead customer development and engagement activities, such as webinars, focus groups, and training sessions.
- Stay updated on product knowledge and industry trends to provide informed recommendations and support to customers.
- Develop and implement customer relationship strategies to improve customer retention rates.
- Assist in creating and executing personalized customer communication plans.
- Conduct regular follow-ups with customers to ensure ongoing satisfaction and address any outstanding issues.
- Facilitate customer onboarding processes to ensure a smooth and effective integration with our services.
- Collaborate with the sales and marketing teams to align strategies and drive customer engagement initiatives.
- Provide feedback to the product development team based on customer insights and experiences.
- Manage and resolve customer complaints in a timely and empathetic manner.
- Schedule and conduct regular account review meetings with key customers to discuss performance and future needs.

- Exceptional interpersonal and communication skills
- Proactive and self-motivated attitude
- Strong customer-centric mindset
- Empathy and patience when dealing with customer concerns
- Ability to build and maintain long-term relationships
- Detail-oriented with strong organizational skills
- Team player with collaborative approach
- Adaptability to changing customer needs and market trends
- Strong problem-solving capabilities
- Result-driven with a focus on customer satisfaction
- High level of professionalism and integrity
- Ability to handle stressful situations with composure
- Innovative thinking for continuous improvement
- Demonstrated ability to influence and persuade
- Resilient and persistent in achieving goals and objectives

- Competitive salary range based on experience and qualifications
- Comprehensive health benefits including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work schedule options, including remote work opportunities
- Career development programs and opportunities for advancement
- Professional training and certification reimbursement
- Employee wellness programs and resources
- Company-sponsored social events and team-building activities
- Tuition reimbursement for continued education and skill development
- Employee assistance program offering counseling and support services
- Supplemental life and disability insurance options
- Performance-based bonuses and incentives
- Generous parental leave policies
- Work-life balance initiatives promoting healthy lifestyles
- Onsite fitness center or gym membership discounts
- Employee discounts on company products and services
- Collaborative and inclusive company culture
- Recognition and reward programs for exceptional performance