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Client Relationship Manager
2 months ago
FUSE3 is a premier Managed Service Provider dedicated to delivering innovative solutions for small to mid-sized enterprises. We are committed to addressing challenges faced by businesses in a dynamic environment while fostering a supportive family-oriented culture.
Position Summary:
The Client Relationship Manager plays a pivotal role in ensuring that our clients maximize their investment in FUSE3. This position is focused on delivering exceptional service and managing client expectations effectively.
Key Responsibilities:
- Establish and nurture strong relationships with key stakeholders at managed accounts to create a comprehensive technology roadmap.
- Engage with clients through in-person meetings and phone calls to identify and develop profitable opportunities.
- Facilitate the FUSE3 Quarterly Business Review (QBR) and virtual Chief Information Officer (vCIO) processes.
- Oversee the client experience, ensuring quality assurance and troubleshooting as necessary.
- Represent FUSE3 at events to promote our brand and value proposition to clients and potential clients.
- Collaborate closely with the Business Development Representative to cultivate a Sales Client Success Manager culture that enhances long-term client relationships.
- Assist in the transition of new clients to account management, ensuring a seamless onboarding experience.
- Work alongside the client's team lead to assess needs and design appropriate solutions.
- Partner with FUSE3 management to develop and implement strategic initiatives that enhance the effectiveness of the Client Relationship Manager role.
- Maintain clear communication with clients regarding incident progress, changes, and scheduled outages.
- Coordinate with vendors and partners to resolve client issues promptly.
- Manage the opportunity pipeline, ensuring timely delivery of quotes and closing of sales.
- Document all client interactions, discussions, and concerns, developing action plans to address issues until client satisfaction is achieved.
Additional Responsibilities:
- Ensure a high level of client satisfaction through effective communication and support.
- Collaborate within a team environment, fostering effective communication.
- Manage client licensing and inventory efficiently.
- Develop a thorough understanding of the service catalog and its relevance to client needs.
- Address and resolve service-related issues as they arise.
- Maintain awareness of how IT aligns with client business strategies and objectives.
- Regularly document processes and procedures related to responsibilities.
- Accurately enter time and expenses in the designated management system.
- Maintain required certifications for the role.
Qualifications:
- Strong interpersonal skills, including effective communication, active listening, and customer care.
- Ability to discuss technical issues confidently and propose solutions.
- Proficient in multitasking and adapting to changing circumstances.
- Capable of de-escalating challenging situations.
- Understanding of support tools and techniques relevant to IT service delivery.
- Typing proficiency for accurate and efficient entry of service requests.
- Self-motivated and able to thrive in a fast-paced environment.
- Experience in a Managed Service Provider setting is highly desirable.
The above statements are intended to convey the general nature and level of work performed by individuals in this role. Other duties may be assigned as necessary. We offer competitive compensation, including benefits such as medical, dental, vision, PTO, and 401k.
