Client Success and Relationship Manager

Job Description

Job Description

CLIENT SUCCESS AND RELATIONSHIP MANAGER

Forward Slash Technology is a St. Louis-based provider of Cyber Security, Managed Services, and Information Technology solutions.

The Client Success & Account Manager is responsible for managing and growing assigned client relationships while ensuring exceptional client satisfaction, service alignment, and strategic technology guidance. This role serves as the primary business liaison between Forward Slash Technology and its clients, overseeing contract management, service level agreement (SLA) governance, account growth, and overall client success.

The Client Success & Account Manager plays a critical role in maintaining client retention, driving technology adoption, identifying business opportunities, and ensuring services delivered by Forward Slash Technology align with client expectations, contractual commitments, and long-term business objectives.

This position serves as the voice of the client internally while partnering closely with the Service Desk Manager, Engineering Team, Project Management Team, and Executive Leadership.

KEY RESPONSIBILITIES

Client Relationship Management

• Serve as the primary business contact for assigned client accounts.
• Develop and maintain trusted advisor relationships with client stakeholders and executive leadership.
• Conduct regular client touchpoints to assess satisfaction, identify concerns, and understand evolving business needs.
• Serve as the internal advocate for client priorities and business objectives.
• Develop and maintain strategic account plans and technology roadmaps.
• Monitor overall account health and proactively identify risks to client satisfaction and retention.
• Manage client escalation activities related to service delivery, communication, and project execution.

SLA Governance & Service Oversight

• Own client-facing Service Level Agreement (SLA) governance and reporting.
• Review service performance metrics monthly with the Service Desk Manager.
• Monitor SLA compliance, ticket trends, service quality indicators, and recurring support issues.
• Facilitate service improvement plans when service levels fall below contractual expectations.
• Identify at-risk clients and coordinate corrective action plans with Service Desk Leadership.
• Ensure service delivery aligns with client expectations and contractual obligations.
• Participate in service review meetings and escalation management activities.
• Maintain awareness of client activity through internal systems (e.g., ticketing, documentation, and CRM platforms) to support informed client discussions and planning.

Contract Management & Renewals

• Maintain knowledge of all assigned client agreements, managed service contracts, statements of work, and renewals.
• Conduct annual contract reviews with clients.
• Manage contract renewals, service amendments, and agreement modifications.
• Ensure clients understand service inclusions, exclusions, and contractual commitments.
• Identify opportunities to optimize services and improve client value.
• Partner with Executive Leadership regarding contract negotiations and strategic account planning.

Business Reviews & Strategic Planning

• Conduct Monthly Service Reviews with assigned clients.
• Lead Quarterly Business Reviews (QBRs) focused on:
  • Service performance
  • SLA compliance
  • Cybersecurity posture
  • Technology roadmap planning
  • Budget forecasting
  • Strategic initiatives
  • Risk identification
• Conduct Annual Technology Planning Reviews with executive stakeholders.
• Present recommendations aligned with client business goals and technology strategy.
• Coordinate executive-level communications and account planning activities.

Client Experience & Success Management

• Monitor client satisfaction through CSAT, surveys, executive feedback, and account reviews.
• Analyze helpdesk feedback and recurring service concerns.
• Partner with Service Desk Management to address service deficiencies.
• Develop service recovery plans for dissatisfied clients.
• Track and report client satisfaction metrics and retention indicators.
• Promote continuous improvement initiatives focused on the client experience.

Sales & Growth Enablement

• Identify opportunities for account growth through strategic technology planning.
• Drive upsell and cross-sell opportunities aligned with client business objectives.
• Collaborate with Engineering and Executive Leadership to develop solutions and recommendations.
• Support proposal development, pricing discussions, and client presentations.
• Maintain awareness of industry trends, cybersecurity threats, and emerging technologies affecting client environments.
• Achieve annual account retention and growth objectives.
• Growth in this role is driven through trusted advisor relationships and strategic planning rather than transactional sales activity.

Cross-Functional Collaboration

• Partner closely with the Service Desk Manager regarding service delivery performance.
• Coordinate with Engineering, Projects, Security, and Operations teams.
• Participate in client onboarding and strategic project planning.
• Assist with client communication during major incidents, escalations, and critical service events.
• Ensure alignment between operational execution and client expectations.

REQUIRED QUALIFICATIONS 

• Bachelor's Degree in Business Administration, Information Technology, Communications, or related field (or equivalent experience).
• Minimum five (5) years of client-facing account management, customer success, or business relationship management experience.
• Minimum three (3) years of experience within a Managed Services Provider (MSP), technology services organization, or similar environment.
• Strong understanding of managed services, cybersecurity, cloud solutions, and technology lifecycle planning.
• Experience managing client contracts, service level agreements, and executive relationships.
• Strong business communication, presentation, and negotiation skills.

PREFERRED QUALIFICATIONS

• ITIL Foundation Certification.
• Experience conducting Executive Business Reviews and Quarterly Business Reviews.
• Familiarity with Autotask, ConnectWise, IT Glue, Kaseya, or similar MSP platforms.
• Sales, account management, or customer success certifications.

MANDATORY EMPLOYMENT REQUIREMENTS

To maintain employment with Forward Slash Technology, all employees must meet the following requirements.

• Pass a Missouri State Highway Patrol (MSHP) and federal fingerprint-based background check.
• Successfully complete Criminal Justice Information Systems (CJIS) training and certification.
• Be a U.S. citizen residing in the St Louis Metropolitan area.
• Hold a valid U.S. driver's license with a clean driving record.
• Pass random drug tests as required.

Success in This Role

Within the first 90 days, the Client Success & Account Manager will

• Develop familiarity with assigned client accounts, contracts, and service history.
• Begin participating in client meetings and service reviews.
• Establish internal relationships with Service Desk, Engineering, and Leadership teams.

Within 6–12 months, success in this role includes

• Owning client relationships with consistent satisfaction and engagement.
• Leading effective QBRs and strategic planning sessions.
• Contributing to high client retention and measurable account growth.
• Identifying risks early and coordinating successful resolution plans.

CORE COMPETENCIES

• Client Relationship Management
• Strategic Business Planning
• Executive Communication
• Contract & SLA Management
• Customer Success Leadership
• Service Governance
• Problem Solving & Conflict Resolution
• Cross-Functional Collaboration
• Business Development & Growth
• Accountability & Operational Excellence

KEY PERFORMANCE INDICATORS (KPIs)

Client Success Metrics

• Client Retention Rate
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Client Escalation Resolution Effectiveness
• Client Health Score
• Monthly/Quarterly/Annual Business Review Completion Rate

Service Governance Metrics

• SLA Review Compliance
• Service Improvement Plan Completion
• Client Risk Identification & Mitigation
• Escalation Response Time

Business Growth Metrics

• Contract Renewal Rate
• Net Revenue Retention (NRR)
• Upsell & Cross-Sell Revenue
• Technology Roadmap Adoption
• Strategic Project Conversion Rate

Operational Metrics

• Monthly Service Review Completion
• Quarterly Business Review Completion
• Client Documentation Accuracy
• Contract Renewal Forecast Accuracy

Work Environment

• In-office work environment at our St. Louis, MO office.
• Frequent client meetings, onsite visits, and executive presentations.
• Fast-paced MSP environment supporting multiple clients and industries.

Why Join Us

• Opportunity to directly influence client success and company growth.
• Work with executive leadership and strategic client stakeholders.
• Help shape technology strategies for organizations across multiple industries.
• Be part of a culture focused on accountability, innovation, service excellence, and continuous improvement.
• Join a growing MSP where your impact on client satisfaction and retention is visible and measurable.