Client Relationship Manager

2 months ago

Richmond Heights, Virginia, United States CruiTek, LLC Full time

Client Relationship Manager
Day Shift
Onsite
Contract to Hire
Join a Leading Company
Unlimited Growth Opportunities
Paid Certifications upon Permanent Hire

Role Overview:
The Client Relationship Manager is pivotal in nurturing and managing the Managed Services customer relationship. This role involves facilitating interactions between key clients and the Managed Services team, acting as the primary liaison for escalations and coordination.

Key Responsibilities:

  • Serve as a champion for customer needs.
  • Focus on results and customer satisfaction; ensure tasks are completed efficiently.
  • Oversee adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
  • Coordinate the renewal of Managed Services contracts well in advance.
  • Enhance existing contract values through strategic cross-selling and up-selling.
  • Establish strong relationships with key client personnel and internal teams.
  • Provide timely reports on incident management, account performance, and billing.
  • Lead onboarding processes for new Managed Services clients.
  • Set clear expectations regarding service quality and availability.
  • Drive initiatives aimed at improving customer satisfaction.
  • Collaborate with clients and internal teams to identify service improvement opportunities.
  • Translate customer requirements into actionable service and project requests.
  • Participate actively in the change advisory board to ensure controlled change management.
  • Communicate updates and reports to relevant stakeholders.
  • Maintain awareness of relevant hardware and software technologies.
  • Contribute to the development and enhancement of service offerings.
  • Conduct regular Technical Assessments.
  • Engage in business reviews with clients and sales teams.
  • Exhibit professionalism and align with customer service expectations.
  • Manage Root Cause Analysis and participate in priority events as necessary.

Qualifications:

  • Strong understanding of IT Service Management processes.
  • Familiarity with IT Project Management principles.
  • Ability to manage change effectively and engage team members.
  • Proven leadership and direction-giving capabilities.
  • Excellent facilitation and communication skills.
  • Outstanding presentation abilities.
  • Proficient in managing and escalating client issues.
  • Ability to prioritize tasks and adjust as needed.
  • Comfortable interacting with senior-level client stakeholders.
  • Proficient in MS Office Suite:
    • MS Word - capable of creating and modifying documents.
    • MS Excel - skilled in creating pivot tables and manipulating data.
    • MS PowerPoint - adept at creating and modifying presentations.
  • 2-4 years of relevant experience in IT Service Account Management.
  • ITIL Foundation Certification is preferred.
  • PMI Project Management Professional (PMP) certification is advantageous.
  • Experience with ServiceNow is a plus.

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