Retail - Client Relationship Manager (CRM)

Cognizant North America
United States, New Jersey, Teaneck
May 07, 2025
Retail - Client Relationship Manager - Associate Director Location: New Jersey (must live or be willing to relocate) About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is on the Fortune 500 and is consistently listed among the most admired companies in the world. Cognizant's RCGTH business unit is one of Cognizant's highest growth businesses and a critical part of Cognizant's business strategy. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant. Overview Client Relationship Managers (CRM) are key contributors to commercial side of Cognizant IT and Consulting Business. They support the Client Partner and act as business owners for assigned accounts, managing the day-to-day activities and P&L of these accounts. They proactively identify new and expansion opportunities on accounts and plan for and close the extension of existing agreements. The CRM works with delivery teams to maximize backlog, optimizing the resource mix and navigating scope changes to ensure client expectations are met. They work towards establishing a positive client experience through delivery excellence. This role is a high visibility and challenging opportunity and requires high amount of commitment, business acumen, leadership qualities and motivated attitude to perform well. Key Responsibilities Build trusted relationships with client stakeholders Understand the client environment, issues, and priorities Work with clients to define their problems and co-create solutions Drive RFPs / proactive bids with regards to renewals, extensions and expansion Track of industry trends relevant to client business and bring forth proactive ideas and solutions Serve as the day-to-day point of contact for the clients Responsible for backlog growth including renewals and extensions of current engagements Lead the onsite project teams and ensure they understand the client environment Measures A CRM's shared measures are margin, revenue, client satisfaction, & employee retention. CRM role-specific measures are renewal win rates, revenue and margin. Required Qualifications * Minimum 15 years of experience in a client facing role in a consulting firm or an account/engagement management role in the IT professional services offshore/outsourcing industry. * Experience managing Client P&L of $15 + Million dollars including reporting and metric assessment for the account. * Deep experience and IT sales in the Retail industry. * BS Degree Preferred Qualifications * MS or MBA degree preferred * Strong background in a project environment and application development. * Proven ability to contribute to new business development efforts and to lead and manage multiple tasks in a dynamic environment * Must be detail oriented and able to manage and maintain all facets of complex assignments. * Demonstrable problem-solving abilities with the aptitude to identify strategic solutions to business problems with enterprise-wide implications * Demonstrate the flexibility to work among diverse corporate environments, industries and technical and non-technical audiences Job Summary We are seeking an experienced Client Relationship Manager with 18 to 20 years of expertise in managing and nurturing client relationships. The ideal candidate will have a strong background in Business Relationship Management Contract Lifecycle Management Software and CRM-Sales. This role requires a domain expert in Sales Service and Marketing with a hybrid work model and no travel required. Responsibilities Manage and nurture long-term relationships with key clients to ensure satisfaction and retention. Oversee the implementation and utilization of Contract Lifecycle Management Software to streamline processes. Collaborate with sales teams to develop and execute CRM strategies that drive business growth. Ensure all contracts and agreements are accurately maintained and updated in the system. Provide expert advice on sales service and marketing strategies to enhance client engagement. Analyze client feedback and market trends to identify opportunities for improvement and innovation. Develop and deliver presentations to clients showcasing the value and benefits of our solutions. Coordinate with internal teams to ensure seamless service delivery and address any client concerns. Monitor and report on client relationship metrics to senior management for strategic decision-making. Facilitate regular meetings with clients to discuss their needs and expectations. Implement best practices in business relationship management to optimize client satisfaction. Support the finance team by applying cash to invoices when necessary. Ensure compliance with company policies and industry regulations in all client interactions. Qualifications Possess extensive experience in Business Relationship Management and CRM-Sales. Demonstrate proficiency in Contract Lifecycle Management Software. Exhibit strong domain expertise in Sales Service and Marketing. Have a good understanding of applying cash to invoices. Show excellent communication and interpersonal skills. Display strong analytical and problem-solving abilities. Be adaptable to a hybrid work model with a focus on day shifts.