Client Relations Manager

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes.

The Client Relations Manager (CRM), reporting to the Director of Service, plays a critical role in building and maintaining strong client partnerships. This position serves as the primary point of contact for assigned accounts, ensuring exceptional service delivery, client satisfaction, and long-term retention.

The CRM collaborates closely with operations, sales, and leadership teams to proactively address client needs, identify growth opportunities, and drive continuous improvement across all aspects of the linen program.

Key Responsibilities

Client Relationship Management

• Develop and maintain strong, long-term relationships with assigned clients
• Serve as the primary point of contact for client inquiries, concerns, and issue resolution
• Schedule and lead regular client meetings, including monthly and quarterly business reviews
• Ensure client satisfaction through proactive communication and follow-up

Operational Support & Account Management

• Conduct routine site visits, including linen room audits, scrub inventory, unit rounding, and customer surveys
• Monitor inventory levels and par compliance; address discrepancies and coordinate adjustments
• Ensure adherence to contract terms by both NOVO and the client
• Collaborate with plant leadership to resolve operational issues and improve service delivery

Performance Tracking & Reporting

• Analyze reports and data to identify trends, opportunities, and areas for improvement
• Maintain accurate and timely updates in systems such as ABS, LinenMaster, Salesforce, and OneDrive
• Prepare and deliver presentations to clients and internal stakeholders

Client Education & Engagement

• Lead client education initiatives including in-servicing, linen awareness programs, and cost-saving strategies
• Support linen utilization improvement efforts and promote best practices

Business Growth & Retention

• Identify opportunities to upsell or cross-sell services within existing accounts
• Support new business implementations as needed
• Maintain and protect all business within assigned accounts
• Partner with Sales and leadership to communicate leads, risks, and competitive activity

Service Excellence

• Respond promptly to client and internal communications (within 24 hours)
• Manage after-hours or weekend communications as needed
• Ensure consistent execution of scheduled activities (daily, weekly, monthly, quarterly)

Growth & Impact

• Opportunity to contribute to revenue growth through account expansion and client retention
• Visibility to senior leadership, including Director of Service, Business Manager, and SVP
• Direct impact on customer satisfaction, operational performance, and long-term partnerships

Qualifications

• Proven experience as a Client Relations Manager, Account Manager, or Relationship Manager
• Demonstrated success meeting or exceeding performance and revenue targets
• Strong communication, problem-solving, and relationship-building skills
• Ability to analyze data and present insights effectively
• Proficiency in Microsoft Office and CRM platforms (e.g., Salesforce)
• Bachelor's degree in Business Administration, Marketing, or related field preferred

Work Environment

• Primarily Monday-Friday schedule
• Regular travel to client sites required
• Availability to respond to urgent client needs outside of standard business hours

What we can offer you as a full-time associate:

Competitive pay

Paid Holidays

Paid Time Off Program (PTO)

401(k) w/Employer Match

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Medical, Dental, and Vision Programs

Basic Life/AD&D Insurance

Long-Term Disability (LTD)

Why work for Novo Health Services?

NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement.

Complete an on-line application at www.novohealthservices.com!

All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin veteran, or disability status. We are proud to be an equal opportunity workplace and an affirmative action employer. Drug-Free Workplace.