Client Relations Manager

About the role

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes.

The Client Relations Manager reports to the Director of Service. This role is responsible for building and maintaining strong relationships with clients to ensure their satisfaction and loyalty. This involves addressing client inquiries and concerns, conducting linen education and value-added services, and collaborating with internal teams to meet client needs.

Key Responsibilities

• Develop and maintain long-term relationships with key clients.
• Act as the main point of contact for client inquiries and complaints, ensuring timely resolution.
• Create sales plans to generate revenue and help the sales team up-sell or cross-sell services and products.
• Understand and anticipate clients' business needs, advising them on standardized processes and best practices.
• Schedule regular meetings with clients to ensure satisfaction and address any issues.
• Ensure both the company and clients adhere to contract terms.
• Collaborate with internal teams (e.g., sales, engineers, senior management) to address clients' needs.
• Assist in maintaining adequate inventory and par levels within assigned accounts and notify customer and plant if there are overages or discrepancies and adjust orders accordingly.
• Drive and support to retrieve at least 1,500 pounds of linen per quarter from outside sources such as Nursing Homes, Clinics and Competitors
• Conduct customer site visits, linen room inventory, scrub inventory, rejects, unit rounding, customer surveys and audits as outlined and part of assigned role responsibility.
• Maintain and hold all business in assigned accounts.
• Activity is conducted as scheduled daily, weekly, monthly and quarterly, such as linen room and scrub inventory, rejects, audits/studies.
• Participation in client meetings - monthly and quarterly business reviews, linen committee meetings and any other facility specific events.
• Ensure that all data and information is entered into ABS, Sales Force, One Drive and other specific spreadsheets on a timely basis - weekly/monthly.
• Conduct client education - unit rounding/in servicing, Linen Awareness Events, end user education for cost and utilization savings opportunities.
• Ability to analyze reports, create spreadsheets and PowerPoint presentations and conduct meetings to review and present the information and data.
• Respond appropriately and timely to client issues, needs and requests and drives the follow up and resolution process.
• Check cell phone voicemail and respond back within 4 hours and email several times per day and respond back to clients and internal communications by the end of the day and within 24 hours.
• Work collaboratively with Plant Management to ensure effective communication for internal items and resolution of customers' issues and concerns.
• Ability and willingness to perform other duties assigned by Management.
• Typical workdays are Monday - Friday but CRM is still responsible to promptly respond to after hour and/or weekend communications as needed.

Growth

• The CRM has the opportunity to sell additional items to existing customers and opportunity to pass along sales leads to the Sales Team. Engaging the Director of Service and Business Manager on all add on sales.
• Assist in new business installation as requested.
• The Director of Service, Business Manager and Senior VP will be notified immediately of any major issues, business at risk or competitive visits within the assigned accounts.

Position Requirements/Qualifications

• Proven experience as a Client Relations Manager or Relationship Manager with a track record of meeting and exceeding targets.
• Excellent communication and negotiation skills, problem-solving aptitude, and ability to work well with a team.
• Proficient in MS Office and CRM platforms (e.g., Salesforce).
• Bachelor's degree in Business Administration, Marketing, or a related field.

What we can offer you as a full-time associate

• Competitive pay
• Paid Holidays
• Paid Time Off Program (PTO)
• 401(k) w/Employer Match
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Medical, Dental, and Vision Programs
• Basic Life/AD&D Insurance
• Long-Term Disability (LTD)