Client Relationship Manager - Seattle

Overview FusionTek 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/yr Location and travel This 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 responsibilities Foster a strong client relationship, aiming to turn every client into an advocate of FusionTek and its offerings Strengthen customer loyalty by encouraging the renewal of all services Drive growth within customer accounts by promoting service expansion Ensure comprehensive documentation and configurations to prevent recurring issues Mitigate risks associated with monthly recurring revenue from at-risk clients You will act as the client advocate, possessing critical insights about our customers\' employees, processes, and technologies You will serve as the main escalation point for service delivery and client communication concerns You will collaborate with sales and leadership teams to strategize for growth and explore avenues for expanding FusionTek\'s business across your accounts Expected outcomes Achieve a 95% year-over-year retention rate for Monthly Recurring Revenue (MRR) Ensure team members complete at least 95% of the designated monthly sales activities Secure a minimum of 50% of clients agreeing to act as references Maintain a revenue churn rate of less than 10% of MRR Ensure all devices and users are logged against the appropriate service entitlements Align management and reporting with EOS procedures for enhanced team coherence Support other FusionTek teams in their interactions with the customer base Typical weekly tasks Participate in the weekly L10 Meeting Assess the status of any clients that may be considered at-risk Review case trends and work with the team to identify and address problems Update account details and documentation regularly Monitor ongoing projects and coordinate updates with Project Managers as needed Conduct necessary onsite or virtual client visits for relationship building Identify areas requiring resolution for assigned clients Share client feedback and discussions with internal teams to improve service delivery Qualifications Education: 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 vertical Computer Skills: Power point, Excel Technical 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 trends Experience: Prior experience working at a Managed Service Provider/ Managed Security Service Provider; Engaging at all levels within an organization right to C level Benefits Salary range - 85k - 100k/year Competitive pay with quarterly bonus eligibility Coverage for 90% of your medical, dental, and vision insurance expenses 401(k) plan with 4% company matching and immediate vesting Eight paid holidays and 18 days of PTO in year one Educational reimbursement for certification tests and company supplied training resources Fun team events Seniority level Mid-Senior level Employment type Full-time Job function IT Services and IT Consulting J-18808-Ljbffr