Business Relationship Manager

R3 LLC•Ballenger Creek, MD

12h•$90,000 - $110,000

About The Position

As a Business Relationship Manager within R3’s Client Services Team, you serve as the primary point of contact for multiple clients. You provide exceptional customer service while aligning technical solutions with business objectives. The role supports client relationships, contract and project activities, and efforts to increase client satisfaction, retention, and revenue. Success requires strong organization, attention to detail, and the ability to prioritize and multitask in a fast-paced environment.

Requirements

U.S. citizenship is required for a federal client.
At least 3 years of experience in a business relationship, client success, or customer-facing role; experience in a managed services environment is preferred.
At least 3 years of technical experience with Microsoft-based solutions and products.
Exceptional documentation, communication, presentation, and relationship management skills.
Highly organized, proactive, collaborative, and a critical thinker.
Strong follow-up and follow-through skills.
Experience presenting to and working with executive leadership.
Familiarity with Microsoft 365 licensing and Microsoft tools and cloud-based services, such as Azure, Office/Microsoft 365, Intune, Multi-Factor Authentication, Teams, Sentinel, Hudu, PSA tools, and CRM systems.
Exceptional customer service and multitasking abilities.
Forward-thinking approach and ability to anticipate client needs.

Nice To Haves

Experience in a managed services environment.

Responsibilities

Develop and maintain strong working relationships with clients to promote high levels of customer service.
Contribute to internal customer satisfaction and quality initiatives.
Align R3’s performance with client business needs to ensure client goals and objectives are met.
Ensure products, services, and contract deliverables are delivered on time and meet quality standards.
Conduct project-by-project customer satisfaction reviews and communicate results and insights internally to leadership and service teams.
Lead root cause analysis and remediation activities when issues arise.
Conduct regular status meetings with client stakeholders and track risks, action items, and issues.
Document and promptly share client meeting outputs, including minutes, action items, risks, and issues.
Participate in bi-weekly Client Services Team meetings.
Track time spent on client activities using time sheets.
Prepare and deliver client performance reviews, including monthly or Quarterly Business Reviews (QBRs).
Monitor client organizational changes and assess their impact on support activities, including stakeholders, growth, technology, standards, and requirements.
Ensure contract obligations are met and contracts are maintained and current.
Work with cross-functional teams to develop, facilitate, and deliver quotes to clients.
Complete at least three on-site client visits per quarter.
Collaborate with project management to understand delivery constraints and coordinate client communications.
Liaise with internal teams to understand tools, technologies, and client environments to support business growth.
Ensure appropriate teams are assembled to deliver client solutions.
Collaborate with internal teams to produce client-specific reports on key metrics, including helpdesk performance, operations, and security.
Work with technical delivery managers and service teams to ensure proper service delivery.
Perform other duties as assigned.