Customer Relationship Manager (MSP Division) Responsibilities:
- Identify potential new opportunities to propose to existing clients per client needs
- Primary interface with client in delivery of contracted services
- Address client inquiries, resolve issues, and obtain client feedback proactively
- Review and drive completion of open service tickets, being worked across teams
- Escalate billing issues on behalf of client
- Ensure the client relationship is profitable
- Ensure that documentation up to date
- Provide technical support, and escalated technical support as needed/assigned
- Provide project management for small, multi-functional projects
- Help establish, refine, and streamline internal delivery processes and procedures to continually provide a consistent and greater internal and client experience
- Hold reviews with assigned portfolio clients to review open service requests and performance metrics
- Assist in securing managed services renewal agreements
- Provide issue and incident management oversight ensuring that SLA’s are achieved, and client expectations are met or exceeded
- Confirm that systems, processes, and methodologies, as specified, are followed to ensure effective monitoring, control, and support of service delivery
- Create Cost-effective Support – Ensure that processes are efficient and cost-effective. Aim to find ways to reduce costs without affecting the overall client experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.
- Build Partnerships – Responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that may arise.
Customer Relationship Manager (MSP Division) Requirements:
- 3+ years of experience working in Managed Services or IT Services Help Desk environments with documented roles of increasing responsibility
- 2+ years of experience managing client relationships
- 2+ years of related experience in managing or coordinating IT client initiatives
- Track record in management of teams and personnel (Directly or indirectly)
- Technical aptitude to handle second level escalations from the Help Desk team
- Technical background with a practical understanding of O365, Azure, Cisco/SonicWall, Server experience from a high level
Customer Relationship Manager (MSP Division) Salary & Benefits:
- Salary $115k -$130k
- 401(k) w/ 6% match
- Partial Work from Home options
- Medical/ Dental/ Life Insurance – 100% coverage
- Generous PTO
- Certification Reimbursement
*Actual salary of Customer Relationship Manager (MSP Division) to commensurate with experience*
