Client Relations Manager
Job Summary
Job Description
The Client Relations Manager will lead a team of Account Managers to achieve upsell and churn reduction quotas, driving revenue growth and client retention. Key responsibilities include team leadership, performance management, employee development, client relationship management, and collaboration. The role requires managing a team, analyzing metrics, fostering continuous improvement, resolving client issues, and driving business advancements.
Must have:
- Minimum 2 years of sales experience and top producer.
- Outstanding leadership skills to inspire the team.
- Strong analytical skills for data-driven decisions.
- Exceptional communication skills for collaboration.
- Excellent time management and organization skills.
- Experience in driving change in account management.
7 skills required
Job Details
Client Relations Manager at Martindale-Avvo - Newark, NJ
Martindale-Avvo is seeking a dynamic and experienced Client Relations Manager (CRM) to join our growing team in our office located in Newark, NJ, conveniently connected to Newark Penn Station for easy transit connections. This position is critical to our mission as we bring together two of the largest networks in the legal marketing industry—Martindale and Avvo—to offer an industry-leading suite of digital advertising, leads, and reputation services tailored for small and medium-sized law firms across the country.
Role Overview:
As the Client Relations Manager, you will lead a team of 8-12 Account Managers responsible for consistently achieving upsell and churn reduction quotas. Your primary focus will be driving revenue growth and client retention by aligning our comprehensive suite of legal marketing services with the needs of SMB law firms. We are at an exciting juncture of change, and your experience in managing and driving change within an Account Management or Customer Success organization will be vital to our success.
Key Responsibilities:
- Team Leadership: Manage, coach, and develop a team of Account Managers, ensuring they are equipped to meet and exceed monthly recurring revenue (MRR) targets and minimize client churn.
- Performance Management: Analyze key business metrics to maximize territory performance, create tactical solutions, and assist in their execution to achieve consistent and measurable results.
- Employee Development: Foster a culture of continuous improvement through routine goal setting, mentorship, and hands-on coaching, focusing on enhancing the skills of both new and experienced Account Managers.
- Client Relationship Management: Resolve complex client management situations with professionalism and poise, ensuring timely and effective solutions.
- Collaboration: Drive business advancements within the Services Organization and across Martindale-Avvo through creative collaboration, always with a focus on customer-centric outcomes.
Qualifications:
- Sales Experience: Minimum of two years of sales experience with a proven track record as a top producer in driving revenue growth.
- Leadership Skills: Outstanding leadership capabilities that inspire and empower your team to excel. 3+ years of managing Account Managers or Customer Success Managers is strongly preferred.
- Analytical Aptitude: Strong analytical skills with the ability to leverage data in innovative ways to drive business decisions.
- Communication Skills: Exceptional written and oral communication skills to effectively collaborate with your team of AMs, peers and senior management.
- Organizational Skills: Excellent time management and organizational capabilities, with the ability to perform under pressure amidst changing business dynamics.
- Change Management: Experience in driving change within an account management or customer success management organization, especially in B2B services.
Location:
Martindale-Avvo's Newark office is located in the vibrant downtown area, connected to Newark Penn Station, providing easy access to transit options. Gateway Center is a downtown campus of four buildings that have defined the business landscape in Newark for two generations. Gateway Center is being renovated into a modern, true Class-A office environment rich with diverse retail offerings and services. With nearby amenities, transit, a talent pool, and on-site improvements, Gateway is Newark’s new history in the making.
We currently operate on a hybrid in-office schedule (minimum of 3 days in-office). Join us in this exciting environment where we’re transforming the legal marketing landscape.
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
Internet Brands and its wholly-owned affiliates are an equal opportunity employer.
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