Relationship Manager
Znane również jako: Client Relationship Manager · Customer Success Manager
Maintains an existing customer portfolio, reviews usage and satisfaction periodically, renews contracts, and spots opportunities to extend the service.
The relationship manager works with customers who already buy and is tasked with retention, renewal and expansion inside that portfolio. Unlike an account executive or business developer, this role is measured on retention and customer value rather than new logos. Selection often looks for a seller, while the role stands or falls on following up agreements and raising renewals in good time, well before the customer starts comparing.
Kompetencje, które należy oceniać
Oto konstrukty behawioralne i kompetencyjne zawarte w tym profilu. Przy każdym z nich podano, który kwestionariusz hrmforce służy do jego pomiaru.
| Kompetencje, które należy oceniać | Poziom docelowy | hrmforce narzędzie | Metoda oceny | Kotwica behawioralna na poziomie docelowym |
|---|---|---|---|---|
| Persuasiveness Kompetencje (50-ramowe): Persuasiveness Knockout | N4 | Big Fifty, Competency Check, 360 Feedback | Assessment centre | Chooses per counterpart the argument that matches their interest and checks along the way whether the agreement is genuine. |
| Client focus Kompetencje (50-ramowe): Customer Focus Knockout | N4 | Big Fifty, Competency Check, 360 Feedback | 360-degree feedback | Uncovers the real need behind a client question, makes a fitting proposal and checks after delivery whether it works. |
| Result orientation Kompetencje (50-ramowe): Results-Orientation | N4 | Big Fifty, Competency Check, 360 Feedback | Personality questionnaire | Translates an assignment into measurable interim goals, measures progress and drops activities that do not contribute to the result. |
| Commercial capability Kompetencje (50-ramowe): Commercial acumen Knockout | N4 | Big Fifty, Competency Check, 360 Feedback | Assessment centre | Discusses additional services with existing customers on own initiative and records the revenue opportunity in the customer file. |
| Listening and probing Kompetencje (50-ramowe): Listen | N4 | Big Fifty, 360 Feedback | 360-degree feedback | Summarises both the content and the feeling of the other party and probes until the real interest behind the request becomes visible. |
| Perseverance Kompetencje (50-ramowe): Perseverance | N4 | Big Fifty, 15PF, Mental Resilience (4C) | Personality questionnaire | Keeps seeking alternative routes on a stalled case and involves others in that search on own initiative. |
| Market orientation Kompetencje (50-ramowe): Market Orientation | N4 | Big Fifty, Competency Check, 360 Feedback | Assessment centre | Links signals from customers and competitors to the own offering and proposes adjustments on that basis. |
| Recovery after setbacks Kompetencje (50-ramowe): Stress resilience | N3 | Big Fifty, Mental Resilience (4C), 360 Feedback | Personality questionnaire | Analyses after a failed effort what went wrong, discusses it with those involved and starts a revised approach within a week. |
Krótki profil
Dziesięć najważniejszych umiejętności w tym profilu. Pełny profil zawierający wszystkie umiejętności, punkty odniesienia behawioralne i metody oceny znajduje się w pliku do pobrania.
| T | Umiejętności | Poziom docelowy | Waga | Knockout | Metoda oceny |
|---|---|---|---|---|---|
| V | relationship management | N5 | 5 | nie | Structured interview |
| G | Persuasiveness | N4 | 5 | tak | Assessment centre |
| G | Client focus | N4 | 5 | tak | 360-degree feedback |
| G | Result orientation | N4 | 5 | nie | Personality questionnaire |
| G | Commercial capability | N4 | 5 | tak | Assessment centre |
| V | Consultative selling | N4 | 5 | tak | Assessment centre |
| V | Account management | N4 | 5 | tak | Structured interview |
| V | Managing customer value and retention | N4 | 5 | tak | Work sample test |
| V | Conversation management | N4 | 4 | nie | Assessment centre |
| G | Listening and probing | N4 | 4 | nie | 360-degree feedback |
Zobacz wszystkie 27 umiejętności w pełnym profilu
Narzędzia oceny dla tego stanowiska
Competency Check
Behavioral-Level Competency Assessment
360 Feedback
Multiple assessments based on behavioral anchors
Big Fifty
Personality questionnaire, 150 items, 25 factors
Work sample test
Representative work sample under standardized conditions
Knowledge test (client-specific)
Professional knowledge test, customized for each client
Conflict Styles
Preferred style in conflict situations
Mental Resilience (4C)
Mental Resilience According to the 4C Model
Communication Styles
Preferred communication style
Structured interview
Behavioral interview with a fixed structure
15PF
Personality Profile, a shorter alternative to the Big Fifty
Portfolio
Evaluation of prior work against fixed criteria
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