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.

Continuous Improvement and Client Advocacy

• Offer a consultative approach to client interactions, identifying areas for process improvement or enhanced service.
• Monitor ongoing orders, proactively communicate delays or changes, and provide timely feedback to internal teams and clients.
• Maintain detailed production cost summaries and financial reports for tracking and analysis.

Enhanced Operational Coordination 

• Assist with supply chain and vendor management duties, particularly for client-specific projects.
• Mentor or guide cross-functional teams involved in project execution, ensuring alignment with client goals.
• Work alongside the Operations Manager to identify production improvements and adjust workflows for client-specific needs.

Travel and On-Site Support

• Travel as required for client business reviews, press checks, audits, and other engagements to ensure strong client relationships and project alignment.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with applicable Federal and State laws.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

REQUIRED QUALIFICATIONS

• Bachelor’s degree from an accredited college or university strongly preferred.
• 5 years of experience in client relationship management, project coordination, or operations management, particularly in government credentialing or card operations, with a proven ability to manage multiple projects, collaborate cross-functionally, and ensure client satisfaction.
• Excellent computer skills and highly proficient in Excel, Word, Acrobat, Outlook, and Skype for Business.
• Strong attention to detail.
• Demonstrated leadership and vision in managing projects or initiatives.
• Excellent interpersonal and communication skills with a proactive approach.
• Demonstrated commitment to high professional ethical standards and a diverse workplace.
• Excels at operating at a fast pace with frequent priority shuffling.
• Collaborative work style and commitment to get the job done.
• Persuasive with details and facts.
• Flexibility to work outside of standard business hours when needed.
• Strong client service orientation with the ability to resolve client issues in a successful manner.
• Ability to travel within the U.S. up to 10% of the time.
• Pass a drug test, and criminal background check prior to employment.

PREFERRED

• Plastic card industry/card manufacturing experience for government identification credentials and financial cards strongly preferred 

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Requires the ability to lift 20 pounds regularly with occasional lifting to upwards of 40 pounds.
• Requires visual ability to read information on a computer screen.
• Requires using phone, personal computer, scanner, fax, copier, printer.
• May require some travel by car or airplane.

The pay range for this position is $70,000 - $85,000 per year.  Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.

We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. If you would like to contact us, please contact Human Resources at jointheteam@veridos.com