Relationship Manager

Responsibilities

• Respond to direct client communications
• Follow up on escalated tickets to accurately communicate status to client
• Proactively interact with clients to stay current on their business needs
• Listen to understand client needs and escalate issues as requested
• Serve as a client resource for compliance, regulatory, and technology questions
• Conduct timely Technology Business Reviews (TBRs) with existing clients to expand business and ensure continued relationship
• Manage service quotes, contracts, lease agreements, and SLAs for the entirety of the client relationship lifecycle
• Aid clients in proactively budgeting for current and future technology needs
• Deliver onsite and virtual presentations showcasing how Company products and services demonstrate value to the client's business
• Manage the full order process: spec work, create quote and cost justification, obtain client approval, prepare necessary paperwork, and coordinate with administrative and service teams to complete orders, schedule installs, and communicate with clients
• Work closely with the PMO to accurately communicate project status, gather needed information, and follow up on outstanding issues
• Enter all client-related work activity into ConnectWise to ensure accountability and accurate reporting
• Consistently maintain ConnectWise with information needed by all departments to successfully care for clients and opportunities
• Review open tickets, SmileBack, and BrightGauge for areas of improvement or concern
• Develop a deep understanding of client needs and propose additional technology solutions to meet those needs
• Proactively reach out to clients to share new knowledge, products, or services that may be of value
• Work closely with technical team leaders to establish and maintain strong working relationships
• Prepare and present client overviews during daily huddles so the internal team can better understand the client and how to best support them
• Participate in open house and networking events on occasion

Requirements

• Bachelor's degree or equivalent work experience desired
• 2+ years of successful inside or outside sales or account management experience; technical sales preferred
• Proven track record of managing client commitments, negotiating, and closing sales
• Ability to establish, grow, and maintain long-term client relationships
• Demonstrated success in developing client relationships that result in additional sales
• Strong understanding of client sales dynamics and the needs of small to medium-sized businesses
• Basic understanding of the Managed Services Provider (MSP) business model
• Familiarity with how SMB clients operate and make technology decisions
• Excellent verbal and written communication skills, including telephony and active listening
• Strong interpersonal, negotiation, and client care skills
• Excellent organizational and presentation skills
• Ability to multi-task, adapt quickly to change, and perform well in a fast-paced environment
• Ability to work both independently and collaboratively
• Technology savvy with proficiency in standard business software

Qualifications

• Education & Experience: Bachelor's degree or equivalent work experience desired; 2+ years of successful inside or outside sales or account management experience; technical sales preferred; proven track record of managing client commitments, negotiating, and closing sales

Benefits

The targeted base compensation for this role is $75,000-$80,000 and will operate out of Nashville, TN in a hybrid model.

Pay

The targeted base compensation for this role is $75,000-$80,000.

Schedule

The position operates out of Nashville, TN in a hybrid model.