CRM Manager

PRIMARY RESPONSIBILITIES

• Split role supporting customer growth and retention (50%) and operational/back-office execution (50%) for the Americas
• Own day-to-day customer coordination while ensuring internal processes (contracts invoicing communication documentation) run smoothly
• Act as the central connector between Sales Marketing and Brand Services to deliver a consistent high-quality customer experience

SPECIFIC RESPONSIBILITIES

50% Customer Relationship Management (Americas)

• Serve as the primary relationship owner for assigned customers across North Central and South America
• Conduct regular check-ins with all existing customers (cadence agreed by segment: quarterly/monthly/as needed)
• Maintain a structured account plan per customer (goals stakeholders open actions renewal dates risks growth opportunities)
• Identify and execute sell-in opportunities (add-on services upgrades new sites/brands expanded scope renewals)
• Coordinate onboarding for new customers and ensure a smooth handoff from Sales to ongoing account management
• Lead recurring customer touchpoints:
  • business reviews (QBRs/MBRs)
  • project updates and timeline alignment
  • success metrics and value realization discussions
• Gather customer feedback address issues early and drive resolution by coordinating internal teams
• Track customer health (usage satisfaction signals renewal likelihood) and proactively mitigate churn risk
• Ensure consistent messaging and customer-facing materials in partnership with Marketing and Brand Services
• Represent the voice of the customer internally and translate customer needs into actionable next steps
• Manage stakeholder mapping: keep an up-to-date view of decision makers influencers and operational contacts

50% Back Office

• Create update and manage customer contracts (new agreements amendments renewals scope changes)
• Coordinate contract workflows (internal approvals legal review signature routing filing version control)
• Maintain key commercial records and ensure data accuracy in CRM/ERP (account details pricing terms key dates)
• Support invoice-related communications:
  • confirm PO requirements billing details and invoicing contacts
  • follow up on invoice status and payment progress
  • troubleshoot invoicing discrepancies with Finance/AR and the customer
• Monitor renewals and key dates:
  • renewal notifications
  • pricing updates
  • scope and term changes
• Prepare customer-ready documentation (order forms statements of work contract summaries change logs)
• Maintain shared folders/knowledge base resources for customer documentation and internal references
• Support internal reporting (pipeline support renewal forecasts customer status summaries action trackers)
• Ensure compliance with internal processes and audit readiness (complete documentation consistent recordkeeping)

Qualifications :

• Act as the central coordinator connecting Sales Marketing and Brand Services activities for each customer
• Align internal teams on customer priorities timelines deliverables and responsibilities
• Coordinate customer-facing campaigns events and communications (webinars trade shows announcements)
• Ensure smooth internal handoffs:
  • Sales CRM (post-signature transition)
  • CRM Brand Services (implementation/service delivery coordination)
  • Brand Services CRM (ongoing support improvements renewal readiness)
• Run internal account huddles as needed (agenda action items follow-ups accountability)
• Keep customer communications consistent professional and on-brand across all functions
• Identify process gaps and propose improvements to reduce friction for customers and internal teams

REQUIRED SKILLS

• Strong customer communication and relationship-building skills
• Excellent organizational skills and attention to detail (contracts terms dates documentation)
• Comfortable coordinating across teams and driving follow-through
• Working knowledge of CRM/ERP systems and contract/invoice workflows
• Ability to prioritize across relationship management and operational tasks
• Professional proactive and solution-oriented mindset

Pay Range: $89000-$119000/ year

Additional Information :

Benefits

• Competitive salary.
• Comprehensive health dental and vision insurance for full time employees.
• Retirement savings plan.
• Continuous professional development and training opportunities.
• A dynamic collaborative work environment.
• Access to cutting-edge cryptographic technology and tools.

Physical Demands of the Job

• Stand: Occasionally
• Move or traverse: Frequently
• Sit: Constantly
• Use hands: Constantly
• Reach with hands and arms: Occasionally
• Climb or balance: Occasionally
• Stoop kneel crouch or crawl: Occasionally
• Talk/hear: Constantly
• Taste/Smell: Occasionally
• Lift/carry/push or pull: Occasionally 30 lbs

Additional information

SGS is an Equal Opportunity Employer and as such we recruit hire train and promote persons in all job classifications without regard to race color religion sex national origin disability age marital status sexual orientation gender identity or expression genetics status as a protected veteran or any other characteristics protected by law.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge skills and/or abilities required.

This job description should not be construed as an exhaustive statement of duties responsibilities or requirements but a general description of the job. Nothing contained herein restricts the companys rights to assign or reassign duties and responsibilities to this job at any time.

If you are applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability please call for assistance and leave a message. You will receive a callback.  Please note this phone number is not for general employment information but is only for individuals who are experiencing difficulty applying for a position due to a disability.

Remote Work :

No

Employment Type :

Full-time