Client Relationship Manager

Jobtailor; Washington (District of Columbia); Hybrid; USD 70,000 - 100,000; Full time

Job summary

FusionTek seeks an experienced client success/amp; account manager to champion client relationships in a managed services context. You will serve as the main liaison, drive retention, and coordinate with cross-functional teams to deliver value.

Responsibilities include monitoring account health, collecting client feedback, and conducting remote or onsite visits to strengthen partnerships and ensure successful renewals.

Qualifications

• MSP experience with service delivery models and ticketing workflows.
• Account management experience with end-to-end client relationships.
• Resident of the DC metro area.
• Technical literacy in server environments (on-prem/hosted).
• Networking knowledge (firewalls, switches, VPNs).
• Cloud familiarity with Microsoft 365, Azure, AWS.
• Strong communication for non-technical stakeholders.
• Proactive problem-solving with independent action.
• Cross-functional collaboration with technical, sales, PM teams.
• CRM proficiency with AutoTask or ConnectWise.
• Self-management in remote/hybrid environments.

Responsibilities

• Be the primary point of contact for clients, ensuring they feel heard, supported, and valued.
• Drive retention and growth by building relationships that lead to renewals and upsells.
• Monitor account health, identify risks, and develop action plans before issues escalate.
• Bridge client feedback to internal teams to improve service delivery.
• Coordinate across projects with PMs, Sales, and Leadership to move initiatives forward.
• Maintain accurate client documentation, account records, and configurations.
• Conduct virtual or onsite client visits to strengthen relationships at key moments.

Skills

MSP experience

Account management

DC-Metro Area resident

Technical literacy in server tehnolog

Network infrastructure knowledge

Cloud technology familiarity

Strong communication skills

Proactive problem-solving

Cross-functional collaboration

CRM proficiency

Self-management in remote/hybrid

Tools

AutoTask

ConnectWise

Job description

Responsibilities

• Champion your clients — serve as their primary point of contact, ensuring they always feel heard, supported, and valued.
• Drive retention and growth — build relationships that lead to long-term renewals and identify opportunities to expand the value FusionTek delivers.
• Keep a pulse on account health — proactively spot risks, resolve recurring issues, and develop action plans before small problems become big ones.
• Bridge the gap between client and company — bring client feedback to internal teams so we can continuously improve service delivery.
• Coordinate seamlessly across teams — partner with Project Managers, Sales, and Leadership to move initiatives forward and keep clients informed.
• Manage the details that matter — maintain accurate client documentation, account records, and technical configurations.
• Show up where it counts — conduct virtual or onsite client visits as needed to strengthen relationships and support key moments.

Requirements

• MSP (Managed Service Provider) experience — familiarity with how MSPs operate, including service delivery models, ticketing workflows, and vendor/client dynamics.
• Account management experience — demonstrated ability to manage a portfolio of clients, drive retention, and own the client relationship end-to-end.
• DC-Metro Area resident
• Technical literacy in server technologies — working understanding of server environments (on-prem and/or hosted) to speak confidently with both clients and internal technical teams.
• Network infrastructure knowledge — familiarity with networking concepts (firewalls, switches, VPNs, etc.) sufficient to understand client environments and escalate issues accurately.
• Cloud technology familiarity — comfortable with common cloud platforms and services (Microsoft 365, Azure, AWS, or similar) and how they're used in a managed services context.
• Strong communication skills — ability to translate technical concepts into clear, accessible language for non-technical stakeholders.
• Proactive problem-solving — identifies risks early, builds action plans, and follows through independently.
• Cross-functional collaboration — works effectively with technical, sales, and project management teams.
• CRM proficiency — experience with tools like AutoTask, ConnectWise, or similar platforms.
• Self-management in a remote/hybrid environment — strong organizational habits and reliable follow-through.