Customer Relations Manager

What You’ll Do

The Customer Relations Manager (CRM) role is a newly created position focused on proactively managing client relationships and ensuring a smooth, consistent customer experience.

As a Customer Relations Manager at StartCHURCH you will

• Work a set schedule from Monday-Friday, 8:30 AM - 5:00 PM (EST).
• Act as the key liaison between the client and all other internal stakeholders.
• Manage the communication and customer experience between the company and client for all clients assigned to the Customer Relations Manager.
• Set proactive and clear expectations for the client for every stage of their customer journey.
• Serve as the primary problem solver for the client throughout their customer journey.
• Actively work to reduce the need for clients to be transferred to other stakeholders for problem solving.
• Execute the client journey workflow with high precision of communication events and proactive timing.
• Be an expert at all client journey statuses related to all sales and production processes.
• Masterfully navigate internal systems where client information is stored and communicated.
• Answer inbound client calls and make outbound client calls.
• Expertly communicate with other internal stakeholders in a timely and proactive manner via phone, slack, email and all other communication mediums required.
• Take full responsibility to effectively close the communication loop for every engagement between the client and the company.
• Document notes in systems clearly and without fail.
• Discern accurately when to escalate a problem to the Director of Customer relations or another internal stakeholder.
• Maintain a 24 working hour maximum turn-around time on responses by phone, email, or texting.
• Maintain a same business day response time on Slack.
• Champion StartCHUCH language and culture when interfacing with clients and employees alike.

What We’ll Love About You

• MUST live in Georgia, Florida, Tennessee, or Montana.
• 2+ years of customer service, client relations, or account coordination experience
• Strong verbal and written communication skills
• Ability to manage multiple client cases simultaneously
• Experience working in CRM or client management systems
• Comfortable with remote work and structured schedules
• Reliable high-speed internet and quiet workspace
• For bilingual role: professional fluency in English and Spanish (written and verbal)