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Customer Relations Manager
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Jessie & Laurent
San Rafael, CA (In Person)
$80,000 Salary, Full-Time
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Job Description
Customer Relations Manager Jessie & Laurent San Rafael, CA Job Details Full-time $72,000 - $88,000 a year 23 hours ago Benefits Health insurance Paid time off Employee discount Flexible schedule Qualifications Hospitality Customer communication Teamwork Customer relationship building Managing clients in a customer support role Customer engagement Customer relationship management Phone etiquette Escalation handling Time management Client interaction via phone calls Full Job Description The Role The Client Relations Manager owns the client experience at a higher level of engagement than day-to-day support. You will manage our most established client accounts, handle escalations that require judgement and relationship capital, and work closely with operations to ensure our service delivery meets the expectations we set. This is a senior individual contributor role. You will work alongside our Client Support Specialist, and you will be the person clients turn to when something matters most. What You Will Do Manage a database of long-term and high-value client accounts, serving as their primary point of contact. Handle escalated client concerns that require experience, discretion, and a solutions-oriented approach. Conduct regular outreach to key clients to assess satisfaction, communicate changes, and strengthen relationships. Identify at-risk accounts early and take proactive steps to retain and re-engage clients. Work with operations and production to flag recurring service gaps and advocate for client-side improvements. Onboard new clients, setting clear expectations and building the relationship from the start. Maintain detailed , accurate account notes and document client preferences, history, and commitments. Support the Client Support Specialist on complex situations as a resource and sounding board. What We Are Looking For Three or more years in client relations, or a senior client-facing role. Proven track record of building and maintaining long-term client relationships, not just handling transactions. Strong communication skills, both written and verbal, with confidence in managing difficult conversations. Comfortable working independently and making judgment calls without needing a playbook for every situation. Organized and thorough, with a habit of following through and closing the loop. A calm, professional presence that instills confidence in clients and in colleagues. Experience in food, hospitality, or a subscription delivery service business is a meaningful plus.