Client Relationship Manager - Seattle

OverviewFusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We are a close-knit team dedicated to IT infrastructure management for small to mid-sized businesses since 2007. We are experiencing substantial growth and are looking for exceptional candidates who resonate with our four core values: Teamwork, Growth Mindset, Integrity, and Ownership. We are seeking a passionate Client Relationship Manager to join our vibrant team. In this role, you will oversee the overall client experience for the accounts assigned to you, understand, manage, and monitor all technical configurations within the client's organization, and act as the client advocate with critical insights about our customers\' employees, processes, and technologies. You will also serve as the main escalation point for service delivery and client communication concerns.Base pay range$85,000.00/yr - $100,000.00/yrLocation and travelThis position is primarily remote, with occasional travel for key client meetings and events. Candidates should maintain a distraction-free workspace and have reliable high-speed internet access. This opportunity is limited to candidates located in the greater Seattle area.Key responsibilitiesFoster a strong client relationship, aiming to turn every client into an advocate of FusionTek and its offeringsStrengthen customer loyalty by encouraging the renewal of all servicesDrive growth within customer accounts by promoting service expansionEnsure comprehensive documentation and configurations to prevent recurring issuesMitigate risks associated with monthly recurring revenue from at-risk clientsYou will act as the client advocate, possessing critical insights about our customers\' employees, processes, and technologiesYou will serve as the main escalation point for service delivery and client communication concernsYou will collaborate with sales and leadership teams to strategize for growth and explore avenues for expanding FusionTek\'s business across your accountsExpected outcomesAchieve a 95% year-over-year retention rate for Monthly Recurring Revenue (MRR)Ensure team members complete at least 95% of the designated monthly sales activitiesSecure a minimum of 50% of clients agreeing to act as referencesMaintain a revenue churn rate of less than 10% of MRREnsure all devices and users are logged against the appropriate service entitlementsAlign management and reporting with EOS procedures for enhanced team coherenceSupport other FusionTek teams in their interactions with the customer baseTypical weekly tasksParticipate in the weekly L10 MeetingAssess the status of any clients that may be considered at-riskReview case trends and work with the team to identify and address problemsUpdate account details and documentation regularlyMonitor ongoing projects and coordinate updates with Project Managers as neededConduct necessary onsite or virtual client visits for relationship buildingIdentify areas requiring resolution for assigned clientsShare client feedback and discussions with internal teams to improve service deliveryQualificationsEducation: Bachelor's degree (B.A.) from four-year College, or University, and/or training or equivalent combination of education and 5+ years' experience in the financial services verticalComputer Skills: Power point, ExcelTechnical Skills: Microsoft Office Suite; Working knowledge of cloud technologies, specifically Microsoft Azure; Working knowledge of network infrastructure; Working knowledge of server technology; Technical knowledge, both of current technology and emerging trendsExperience: Prior experience working at a Managed Service Provider/ Managed Security Service Provider; Engaging at all levels within an organization right to C levelBenefitsSalary range - 85k - 100k/yearCompetitive pay with quarterly bonus eligibilityCoverage for 90% of your medical, dental, and vision insurance expenses401(k) plan with 4% company matching and immediate vestingEight paid holidays and 18 days of PTO in year oneEducational reimbursement for certification tests and company supplied training resourcesFun team eventsSeniority levelMid-Senior levelEmployment typeFull-timeJob functionIT Services and IT ConsultingJ-18808-Ljbffr