Business Relationship Manager, Sr

Jobgether; United States; Hybride; USD 102 000 - 138 000; Plein temps

Avantages offerts par ce poste

Remote or hybrid

Healthcare coverage

401(k) matching

Paid time off

Paid holidays

Résumé du poste

Jobgether is seeking an experienced client relations professional to manage strategic relationships with clients, government agencies, and suppliers delivering IT security services. You will assess client needs, coordinate stakeholders, and guide product choices to drive program growth.

Ideal candidates bring eight+ years in customer success or account management, strong communication and meeting leadership skills, and familiarity with CRM systems.

Qualifications

• At least eight years in customer success, account management, or related IT relationship roles.
• Demonstrated ability to manage stakeholder expectations and partnerships.
• Knowledge of IT security services and ability to explain solutions.
• Customer-oriented mindset with proven guidance and issue resolution.
• Ability to align business objectives with service improvements and growth.
• Excellent verbal and written communication; can influence stakeholders.
• Experience leading meetings, taking notes, and tracking actions.
• Proficient with Microsoft Office and CRM software.

Responsabilités

• Strategic Relationship Management with clients, government agencies, and suppliers.
• Assess client objectives and service requirements to propose suitable IT security solutions.
• Coordinate stakeholders across teams and agencies to improve service delivery.
• Provide guidance on products and services and help clients evaluate options.
• Address client concerns and escalations promptly while maintaining relationships.
• Monitor satisfaction and address feedback to improve service quality.
• Participate in strategic planning to align pipelines with growth opportunities.
• Organize and lead meetings, document decisions, and track follow-ups.
• Collaborate with external providers to ensure consistent delivery across programs.
• Identify opportunities to improve relationship management and operations.

Connaissances

Relationship management

Strategic planning

Communication

Presentation skills

Problem solving

CRM software

MS Office

Travel readiness

Outils

CRM

Description du poste

Accountabilities

- Strategic Relationship Management: Build and maintain strong, long-term relationships with existing and prospective clients, government agencies, internal stakeholders, and external suppliers involved in the delivery of IT security services.

- Client Needs Assessment: Identify client objectives, operational challenges, and service requirements, recommending appropriate solutions that align with business priorities and customer expectations.

- Stakeholder Coordination: Act as a central point of contact between the organization and Virginia Commonwealth agencies, facilitating communication, strengthening trust, and improving coordination across teams and service providers.

- Service Consultation and Guidance: Provide informed advice on available products and services, helping clients evaluate options, make decisions, and identify opportunities to improve their IT security capabilities.

- Issue and Escalation Management: Address client concerns, supplier disputes, service issues, and escalations promptly and professionally, coordinating appropriate resolutions and maintaining positive working relationships.

- Customer Satisfaction: Monitor client needs and feedback, proactively address potential concerns, and promote consistently high levels of service quality and customer satisfaction.

- Strategic Planning and Business Growth: Participate in strategic planning sessions and align business development pipelines with opportunities to introduce, enhance, and expand security services.

- Meeting Facilitation: Organize and lead stakeholder meetings, both in person and virtually, ensuring discussions remain productive, objectives are clear, and relevant decisions are documented.

- Presentations and Reporting: Communicate recommendations, updates, and service information to audiences of varying sizes, prepare meeting minutes, and ensure stakeholders remain informed of progress and next steps.

- Supplier and Vendor Collaboration: Maintain effective working relationships with other service providers, supporting coordination, issue resolution, and consistent service delivery across the broader program.

- Continuous Improvement: Identify opportunities to strengthen relationship management practices, improve service delivery processes, and increase operational efficiency through effective collaboration and communication.

Requirements

- Professional Experience: At least eight years of relevant professional experience, including work in customer success, customer enablement, account management, supply chain, vendor relations, or other relationship-focused roles within the IT sector.

- Relationship Management Expertise: Demonstrated experience building and maintaining productive client relationships, managing stakeholder expectations, and supporting long-term business partnerships.

- IT and Cybersecurity Knowledge: Understanding of information security and cybersecurity services, with the ability to communicate service capabilities and recommend solutions that address client requirements.

- Customer Service Excellence: A strong customer-oriented mindset, with proven ability to provide knowledgeable guidance, manage concerns, resolve complaints, and maintain client satisfaction.

- Strategic and Business Acumen: Ability to understand business objectives, identify opportunities for service improvement, contribute to strategic planning, and support initiatives that drive program growth.

- Communication and Interpersonal Skills: Excellent verbal and written communication skills, including the ability to build trust, manage sensitive conversations, influence stakeholders, and communicate complex information clearly.

- Presentation and Meeting Leadership: Experience leading meetings and presenting to audiences of different sizes, both virtually and in person, as well as preparing accurate meeting minutes and tracking follow-up actions.

- Problem-Solving and Conflict Resolution: Strong analytical and conflict-resolution skills, with the ability to navigate competing priorities, address escalations, and develop practical solutions.

- Technical and Administrative Proficiency: Proficiency with Microsoft Office applications and customer relationship management (CRM) software.

- Collaboration and Leadership: Ability to coordinate across internal teams, external suppliers, and customer organizations while demonstrating sound judgment, accountability, and leadership.

- Preferred Government Experience: Familiarity with state and local government environments, public-sector operations, or government IT service delivery is an advantage.

- Location and Travel: Candidates must be able to support a remote or hybrid working arrangement with regular travel, particularly to Richmond, Virginia. On-site attendance is estimated at approximately 25–35% and may increase depending on business needs. Travel to other locations may also be required.

- Work Authorization: U.S. citizenship is not required, and no specific security clearance is required for this position. Additional public trust or other requirements may apply depending on the assignment.

Benefits

- Competitive annual salary: Estimated range of $102,000–$138,000, depending on experience, geographic location, and applicable contractual requirements.

- Remote and hybrid flexibility: Options for remote or hybrid work, depending on business needs and stakeholder engagement requirements.

- Comprehensive healthcare coverage: Multiple medical plan options, including plans with Health Savings Accounts (HSAs), along with dental and vision coverage.

- Retirement savings: Access to a 401(k) retirement plan with employer matching, subject to plan terms.

- Paid time off: Typically 15 days of paid leave per calendar year for vacation, personal needs, and illness, prorated based on the hire date.

- Paid holidays: An additional 10 paid holidays annually, subject to applicable eligibility and policies.

- Paid parental leave: Access to a paid family leave program providing up to 160 hours of leave within a rolling 12-month period for eligible employees.

- Flexible work arrangements: Full flexible workweeks where operationally feasible, supporting work-life balance.

- Additional leave programs: Paid leave options for military service, bereavement, jury duty, and other qualifying circumstances.

- Income protection and insurance: Short- and long-term disability coverage, life insurance, accidental death and dismemberment coverage, personal accident insurance, critical illness coverage, and business travel accident insurance, as provided or available under applicable plans.

- Professional development: Opportunities to strengthen expertise in stakeholder management, cybersecurity services, public-sector engagement, and strategic business planning.

- Equal opportunity workplace: A commitment to fair employment practices and an inclusive professional environment.