Client Relationship Manager

Client Relationship ManagerRea is a growing top 100 business advisory and accounting firm providing our clients services in tax, accounting, and business consulting. As a regional accounting and business consulting firm in Ohio, companies of all sizes consider us their trusted advisors, relying on us to help them grow beyond their expectations through a variety of accounting services and professional business counsel including Managed IT Services.Under Rea Information Services, our team provides trusted IT services and solutions to small and medium-sized organizations that want a safe, secure, and stable technology environment. Our mission is to provide exceptional customer service while using technology to help businesses grow stronger both now and in the future.Here at Rea we have a 'People First' culture and we focus on our employees' well-being and professional development. With over 400 professionals and offices throughout Ohio and Florida, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan.The Client Relationship Manager will be the primary account management contact for assigned clients and work to develop lasting client relationships, cyber security strategy, information technology budgets, operational plans, and goals to support business objectives through performing quarterly business reviews. This role will work closely with our engineers, managed services delivery team, and technical resources, building relationships with each team while selling and growing the sales pipeline. As an active partner on the client management team, Client Relationship Manager assists in the proactive identification of opportunities with existing customers and works to renew recurring revenue contracts and sell new project engagements.ResponsibilitiesLiaison between client and technicians for critical client issues for many and/or complex accounts to review issues, risks, service level agreementsHigh level of understanding of current information technology and cybersecurity risks needed to include in operational quarterly business reviews with clientsAwareness of SLA/SLE penaltiesNurture client relationships by actively building trust through consistent client contactContinuously develops product and services knowledge to better educate and advocate services with existing and prospective customers, translating customer's needs into solutions that solve business issuesMonitors adherence to contractual obligations (SLA/SLEs) and ensures deliverables meet client contractual requirements and are consistent with client priorities, time, budget and quality standardsUse of Microsoft Dynamics CRM to manage pipeline and ensure integrity of data through accurate and timely entry of data into Rea & Associates systemsUse of ConnectWise Manage Activities to document client interactions and ensure communication is fluid between all members of the services delivery teamRemain connected to service team and understand client tickets and manage accordinglyCollaborate with internal teams to craft compelling solution proposals and manage client implementations from start to finishPartner with firm leadership, management and key employees to identify client opportunities, market expansion possibilities, and potential speaking engagementsDesign and implement key performance indicators (KPIs) and track metrics to assess progress and inform business objectivesIdentify service and product sales opportunities within assigned accounts and manage proposal, acceptance, and service delivery hand-off processesAttend assigned sales and pipeline meetings and ensure sales opportunities are compliant with company policyTake part in marketing planning and execution processesParticipate in video marketing by creating various customer success, tech tips, and other video contentCollaborate with the Business Development Manager to ensure business opportunities are actively communicatedWork with service delivery management to ensure exceptional service deliveryKnowledge, Skills and AbilitiesEmbraces our core values of Integrity, Continuous Improvement, Grit, Stewardship Mindset, and Innovation, demonstrating a strong capacity for resilience, ethical conduct, and a proactive approach to both personal growth and company advancementDemonstrates strong initiative and self-management, effectively prioritizing tasks and achieving goals with minimal oversightSkilled in translating goals into actionable steps, managing diverse projects, and achieving desired outcomesCompelling presenter with the ability to engage audiences, clearly communicate complex information, and drive actionConfident and articulate, fostering productive discussions and effectively conveying key messages in various settingsPersuasive communicator comfortable with "cold" prospecting and networking experiencesHigh energy and collaborative team member with track record of success working with sales and technical resources in fast-paced environmentExceptional listener with highly developed verbal communication skills as demonstrated in ability to form trusted relationships with prospects and customersCurious with desire to become technologically savvy. Excited to learn and share with others company's solutions designed to streamline and improve efficacy of customer processesPassionate about providing exceptional customer service and exceeding expectationsExceptional customer service and phone skills, communicating clearly, empathetically and professionallyAbility to shift focus on varying tasks and strong organizational skillsMasterful of both verbal and written communication, ensuring clear and concise information exchangeThrives in a collaborative environment, fostering positive relationships and contributing effectively to team goalsStrong initiative and ownership of projects, leading by example and ability to motivate othersUtilizes data-driven insights and meticulous organization to optimize processes and make informed decisionsPossesses basic knowledge of IT concepts like Active Directory, Office 365/Gsuite, Windows/Mac OS, etc., for informed decision-makingProficient in leveraging ConnectWise Manage to streamline workflows and enhance efficiencyFlexibility and adaptabilitySeeks opportunity to increase Rea's reputation via public speaking opportunities, seminar contributions, or job fairsShows initiative in continual education such as industry recognized certifications, Rea internal growth opportunities, LinkedIn Learnings, formal education, etc.