Client Relationship Manager - DC

FusionTek; Washington (District of Columbia); Remote; USD 85,000 - 120,000; Full time

Job summary

An established industry player is seeking a Client Relationship Manager to enhance client experiences and drive growth within their accounts. This role is pivotal in ensuring customer loyalty and satisfaction while managing technical configurations and service delivery. The ideal candidate will thrive in a remote environment, collaborating closely with sales and leadership teams to strategize growth initiatives. With a focus on accountability and measurable results, this position offers an exciting opportunity to make a significant impact in a rapidly growing Managed Service Provider. Join a dynamic team that values collaboration, integrity, and ownership.

Benefits

Medical, dental, and vision insurance coverage

401(k) plan with company matching

Paid holidays and PTO

Educational reimbursement

Quarterly bonus eligibility

Fun team events

Qualifications

• 5+ years of experience in financial services and client relationship management.
• Strong technical knowledge of cloud technologies and network infrastructure.

Responsibilities

• Manage overall client experience and ensure service delivery.
• Drive growth by expanding services within customer accounts.

Skills

Client Relationship Management

Customer Loyalty Generation

Growth Strategy Development

Technical Configuration Management

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Microsoft Azure

PowerPoint

Excel

Job description

2 days ago Be among the first 25 applicants

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We're a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We're also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this opportunity excites you, we invite you to continue reading! We are looking for a Client Relationship Manager to join our team. As a CRM, you will be responsible for the overall client experience of the accounts assigned to you. You will be accountable for understanding, managing, and overseeing all technical configurations within the client's organization. You will also serve as the client champion with key knowledge about our customer's people, processes, and technology. Additionally, you will be the primary escalation point for all matters related to service delivery and client communications.

In this role, you will partner with all members of the sales and leadership team to create a growth strategy and identify ways to grow FusionTek's business within our accounts. Your activities and contributions will have a direct impact on FusionTek, our CRM team, and our clients.

This position is expected to be 95% remote with travel to key clients, meetings, interviews, and events expected periodically. The CRM should have a distraction-free environment with high-speed internet access.

Roles, Missions, and Vision

• Working to ensure that each client is a promoter of FusionTek and its services.
• Generating customer loyalty by ensuring that clients renew all services with FusionTek.
• Driving growth within customer accounts by helping clients expand their services with FusionTek.
• Ensuring that clients do not have gaps in documentation, configuration, or persistent issues.
• Reducing MRR at risk from unhealthy or at-risk clients.

Expected Results - Measurements

• Loyalty Retention of FusionTek Services - 95% YOY retention of MRR
• Ensure team members complete 95% of the targeted monthly sales activities
• Clients are referenceable clients (50% or more clients agree to be references)
• Reduction of Revenue Churn
• Entitlements - All devices and users are associated with service entitlements
• Team Cohesion - Align management and reporting with EOS processes.
• Provide support to all FusionTek teams regarding interactions with the sales team

Measurements of Accountability (Expectations)

A Typical Week as a CRM

• Attend the weekly L10 Meeting
• Review unhealthy or at-risk clients
• Review case trends and identify and create problem cases
• Update account information and documentation
• Review open projects (if any) and follow-up with PM on current status
• Onsite or virtual visits with clients as required
• Identify areas for problem resolution with assigned clients
• Educate and keep clients and internal FusionTek teams updated on client feedback/discussions.

Requirements

Education

• Bachelor's degree (B.A.) from a four-year college or university, and/or training, or an equivalent combination of education and 5+ years' experience in the financial services vertical.

Computer Skills

• PowerPoint, Excel

Technical Skills

• Microsoft Office Suite
• Working knowledge of cloud technologies, specifically Microsoft Azure
• Working knowledge of network infrastructure
• Working knowledge of server technology
• Technical knowledge of current technology and emerging trends

Experience

• Prior experience working at a Managed Service Provider/Managed Security Service Provider
• Engaging at all levels within an organization, including C-level

Benefits

• Salary range - 85k - 120k
• Competitive pay with quarterly bonus eligibility
• Coverage for 90% of your medical, dental, and vision insurance expenses.
• 401(k) plan with 4% company matching and immediate vesting
• Eight paid holidays and 18 days of PTO in year one
• Educational reimbursement for certification tests and company-provided training resources
• Fun team events