Customer Relationship Manager

Position Summary

The Customer Relationship Manager serves as the primary point of contact for assigned non-acute healthcare accounts, including outpatient clinics, physician practices, skilled nursing and long-term care facilities, assisted living communities, and other non-acute settings. The role focuses on managing customer relationships, conducting frequent on-site education, coaching facility teams on proper linen practices, resolving service concerns, and coordinating with operations to ensure reliable service.

This field-based role requires regular on-site visits throughout the Boston area. A background in direct patient care or clinical operations can be particularly valuable in understanding customer needs, staff workflows, and the importance of reliable linen availability.

Key Responsibilities

Customer Relationship Management

• Serve as the primary liaison between Century Linen and assigned clinics, long-term care facilities, and other non-acute healthcare customers.
• Conduct regular on-site customer visits to build strong, trusted relationships with clinical, administrative, and facility staff.
• Manage an assigned portfolio of accounts, maintain regular contact with decision-makers, identify changing needs, and follow through on service commitments.
• Ensure customer satisfaction and proactively address concerns before escalation.

Operational Support & Issue Resolution

• Respond promptly to customer inquiries, service requests, and concerns.
• Coordinate with plant operations, logistics, and leadership teams to resolve service issues.
• Track and manage service tickets to ensure timely resolution and communication.
• Monitor fill rates, delivery performance, and customer service metrics.

Linen Management & Workflow Optimization

• Assist customers in improving linen management practices to reduce loss and improve efficiency.
• Deliver hands-on education to clinic and long-term care staff on proper linen collection, segregation, handling, storage, and inventory practices.
• Conduct regular on-site training, refreshers, and new-staff education tailored to each facility’s workflows; reinforce best practices to reduce linen loss and improve service efficiency.

Reporting & Communication

• Provide customers with relevant service updates, performance reporting, and actionable insights.
• Maintain accurate account records, service notes, and action plans.
• Collaborate with Sales, Operations, and Leadership to support customer retention and growth.

Compensation & Benefits

• Competitive salary & commission
• Car allowance
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Career growth opportunities within a growing organization

Why Join Century Linen?

• Industry leader with over 100 years of success
• Innovative healthcare linen services and a strong commitment to customer education
• Opportunity to work directly with a wide range of non-acute healthcare providers
• High-impact role with visibility and career advancement potential

Qualifications

Required

• Strong interpersonal and communication skills, with the ability to build relationships with healthcare teams.
• Ability to manage multiple accounts and priorities effectively.
• Problem-solving mindset with strong follow-through.
• Proficiency in Microsoft Office (Excel, Outlook, PowerPoint).
• Valid driver’s license and reliable transportation.
• Experience in customer service, account management, healthcare, or a related role; relevant clinical experience may substitute for traditional account-management experience.

Preferred

• Clinical healthcare experience, particularly as a Licensed Practical Nurse (LPN), Medical Assistant, Certified Nursing Assistant (CNA), or in a comparable patient-care or clinical support role.
• Experience working in outpatient clinics, physician practices, skilled nursing, long-term care, assisted living, or other non-acute healthcare settings.
• Understanding of healthcare workflows, infection prevention practices, and the importance of dependable linen service.
• Experience with CRM software and reporting tools.

Key Competencies

• Relationship-driven and customer-focused
• Highly organized and detail-oriented
• Strong communicator, trainer, and educator
• Professional and confident in healthcare environments
• Self-motivated with ability to work independently
• Solutions-oriented mindset

Century Linen is an equal opportunity employer. In furtherance of our commitment to equal employment opportunity, and pursuant to government contracting laws and regulations, we also take affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, status as a qualified individual with a disability, or other legally recognized protected status.