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Client Relationship Manager (CRM) Manager

The Client Relationship Manager (CRM) Manager is responsible for leading a team of Client Relationship Managers to ensure exceptional client service, retention, and satisfaction across all accounts. This role involves overseeing day-to-day operations of the CRM function, driving process improvements, and developing client strategies that strengthen relationships and support company goals. The CRM Manager will serve as an escalation point for complex client issues, mentor team members, and collaborate cross-functionally with Operations, Product, Finance, and Marketing to deliver best-in-class client experiences.

Key Responsibilities :

• Lead, coach, and develop a team of Client Relationship Managers to meet and exceed client satisfaction and retention goals.
• Oversee daily client relationship management activities, ensuring prompt and accurate responses to client inquiries and escalations.
• Serve as the primary point of escalation for high-impact or complex client issues, including billing, contractual, or product-related matters.
• Establish and maintain strong client partnerships through strategic planning, regular business reviews, and proactive communication.
• Analyze client feedback, identify trends, and drive initiatives to improve service delivery and operational efficiency.
• Collaborate with internal teams (Operations, Billing, IT, Product, and Marketing) to resolve issues and enhance the client experience.
• Oversee property adds, decommissions, and transfers, ensuring consistency and compliance with client-specific processes.
• Provide leadership in developing and maintaining standard operating procedures (SOPs) for client management functions.
• Support the development of account growth strategies in partnership with Sales and Product teams.
• Report on team performance, client satisfaction metrics, and key operational indicators to senior leadership.

Qualifications :

Preferred Skills :

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing : exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!