Client Relationship Manager

JOB SUMMARY

The Client Relationship Manager (CRM), Government Credentialing, is a full-time position based at Veridos America’s Bolingbrook Illinois facility. The CRM is responsible for maintaining and nurturing client relationships for Veridos on a day-to-day basis, in collaboration with the Sales and Account Management teams. This role is specifically focused on card operations, ensuring the seamless execution of credentialing projects. 

The CRM will act as the primary liaison between clients (internal or external stakeholders) and the card production team, providing clear communication and timely updates on project progress. The position also includes preparing and delivering regular stakeholder reporting, ensuring transparency on project timelines, performance metrics, and issue resolution. As the client advocate, the CRM will address concerns, manage multiple credentialing and card-focused projects simultaneously, and support the Director of Card Operations in achieving operational goals

 

DUTIES & ESSENTIAL JOB FUNCTIONS

Client Relationship Management

• Serve as the primary point of contact for clients, managing expectations and fostering positive relationships.
• Act as the voice of the client internally while balancing company goals and priorities.
• Anticipate client needs, proactively address concerns, and communicate project updates or potential delays promptly.

Project Oversight and Execution

• Manage multiple credentialing and card-focused projects, ensuring alignment with client requirements and operational timelines.
• Manage requests for card product changes, proof approvals, and order adjustments as needed.
• Oversee project setup, including order processing, data input, and testing coordination.
• Monitor the status of projects and ensure timely and accurate delivery of client deliverables.

Operational and Cross-Functional Coordination

• Collaborate with internal teams (e.g., Sales, Operations, IT, Quality, and Shipping) to execute client orders, resolve issues, and meet deadlines.
• Develop and issue project instructions, work orders, and testing protocols, ensuring adherence to budget constraints.
• Coordinate special requests such as disaster recovery plans, expedited orders, and service level agreements (SLAs).

Stakeholder Reporting and Documentation

• Prepare detailed production status reports, project updates, and client-specific summaries for internal and external stakeholders.
• Reconcile billing records, shipping details, and vendor invoices to ensure accuracy and accountability.
• Maintain organized project folders, both physical and electronic, updated throughout the project lifecycle.

Quality Assurance, Compliance, and Issue Resolution

• Partner with the Quality and Account teams to address client complaints, document corrective actions, and communicate resolutions within agreed timelines.
• Collaborate with the Production, Security and Quality Assurance teams on audits and compliance standards (e.g., ISO9001, NASPO, PCI, etc.).
• Partner with Production and Quality teams to ensure production processes remain in compliance with client specifications and quality standards.

Client Engagement and Meetings

• Plan and facilitate client visits, press checks, audits, and business review meetings.
• Facilitate discussions on project design, technical implementation, and production requirements, ensuring client understanding and satisfaction.

General Administrative and System Support

• Enter and update data in corporate systems, ensuring accuracy and compliance with internal procedures.
• Provide general office support, including document handling, material inventory tracking, and reporting.
• Coordinate shipping services, track deliveries, and ensure proper communication of tracking information to clients.