Client Relationship Manager

The Client Relationship Manager (CRM) is the liaison between Christo IT its clients. They are the primary point of contact handling day-to-day client interactions, as well as managing the projects needed to foster client success. The CRM position is a key contributor in the success of ensuring client satisfaction and retention. This is accomplished through account planning, relationship management, communication, and coordination within Christo IT.

Essential Duties and Responsibilities:

This list is a guide and is not meant to be all-inclusive. It may be expanded to include other duties and responsibilities, as management may deem necessary.

• Managing client expectations
• Oversee and act as the primary point of contact for all client account management items
• Work with the Owner, Service Manager, and Operations Manager to ensure clients receive appropriate level of services
• Maintain and track our CSAT scores and call clients to discuss any potential issues - Follow up with team to address any abnormalities or client requests
• Regularly update ConnectWise with client and prospect contact information, notes, emails, and other relationship activity, and add contacts to newsletter recipient group.
• Coordinate, assist in planning, promoting, and running events; perform evaluations and follow-up on prospects generated.

Clients

• Quarterly meetings with all our clients to discuss inventory, IT roadmap, and IT related budgets and strategy (May be more often for larger clients)
• Coordinate cross department data collection and deliver information to the client
• Onsite drop-in meetings to check in with client (Donut Visits 2x / year)
• Translate client discussions, communications and QBR’s into effective summaries and reports
• Create client proposals and renewal contracts (projects, services, SOW, etc.)
• Client retention (Prevention of revenue loss)
• Assist clients with meeting revenue goals
• Strong understanding of client’s core business and goals for growth
• Schedule “check in calls” with clients to make sure we are meeting/exceeding expectations

Projects

• Assist with overseeing the on boarding of clients to our managed services and assist in the implementation and training of those services to end users
• Drive projects and ensure we are hitting our timeline goals
• Update clients throughout the project lifecycle

Education, Knowledge & Experience

• College diploma or university degree and/or three years equivalent work experience.
• Previous CAM or sales experience preferred
• Knowledge of general marketing advertising theories.
• Knowledge of sales and prospecting activities and strategies.
• General knowledge of personal PCs, networking, servers, software applications, VOIP

Company Expectations

• Solid relationship management and performance management skills.
• Strong understanding of Christo IT’s goals and objectives.
• Professional and polished appearance.
• Ability to work on multiple priorities and/or projects simultaneously
• Strong negotiation and presentation skills
• Ability to assess key client/business challenges that can be addressed through analysis, data and visualization
• Ability to interface well at all levels of the organization
• Highly self-motivated and directed with keen attention to detail.
• Ability to complete job assignments efficiently and independently.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Exceptional written and oral communication skills.
• Reliability and promptness.
• Experience working in a team-oriented, collaborative environment.
• Ability to create and establish policies and standards regarding client relations
• Ability to work in a team and effectively communicate

Performance Based Bonus

• Monthly Performance Bonus will be based on the Key Performance Indicators for the role such as meetings held, Customer Satisfaction Scores, etc.

Ready to Apply?

Submit through Indeed

or

Get a head start on the application process through our online portal here: https://www.ondemandassessment.com/link/index/JB-3932LBAIS?u=1047336

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave

Experience level:

• 2 years

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus
• Yearly bonus

Travel requirement:

• Up to 25% travel

Experience:

• Account Management: 3 years (Required)

Language:

• English (Required)

Work Location: In person