Client Relationship Coordinator

Rea•Massillon, OH

13d•Hybrid

About The Position

Rea is a growing Top 100 business advisory & 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 Coordinator (CRC) is a primary relationship partner for assigned managed services clients. This role focuses on building trust, understanding client business goals, and ensuring clients are connected to the right technical experts to use technology effectively and securely. The CRC does not “fix technology” directly. Instead, they own the client experience, translate business needs into actionable technical conversations, and coordinate with Rea Information Services technical teams to deliver solutions that help clients operate more efficiently, reduce risk, and plan for the future. This position is ideal for someone who: Enjoys working closely with clients and internal teams Can understand business challenges and connect them to technology outcomes Is organized, proactive, and comfortable leading structured client conversations Wants to grow in an MSP environment without being a traditional salesperson

Requirements

Strong relationship-building and interpersonal skills
Clear, confident written and verbal communication
Ability to translate business needs into technology-related discussions
Strong organization, task management, and follow-up discipline
Comfort coordinating across multiple teams and priorities
High attention to detail and documentation accuracy
Professional presence in client meetings and presentations
Bachelor’s degree in Business, Information Technology, Cybersecurity, or related field
Equivalent experience considered in place of formal education
3+ years in an MSP, IT services, account management, customer success, or client-facing role
Familiarity with managed IT services, cybersecurity concepts, or technology consulting environments
Experience participating in or supporting QBRs or client review meetings
Working knowledge of IT concepts such as: Managed services Cybersecurity fundamentals Cloud services and infrastructure
Experience with PSA/CRM tools (ConnectWise Manage Microsoft CRM preferred)

Responsibilities

Client Relationship Management Serve as the primary point of contact for assigned clients Build and maintain trusted client relationships through regular, proactive communication Understand client business goals, operating challenges, and growth plans Advocate for the client internally to ensure alignment between expectations and service delivery
Client Coordination & Advocacy Coordinate engagement between clients and RIS technical experts (data services, engineering, security, service delivery) Ensure client questions, concerns, and initiatives are routed to the appropriate subject matter experts Track follow-through on action items, recommendations, and approved initiatives Participate in issue escalation and resolution as a client advocate (not technical lead)
Business Reviews & Planning Prepare and lead Quarterly Business Reviews (QBRs) in collaboration with technical teams Present service trends, risks, improvements, and upcoming opportunities in a clear, business-focused manner Help clients understand cybersecurity risks, IT posture, and improvement priorities at a high level Assist clients with technology budgeting, roadmap discussions, and prioritization
Service & Contract Oversight Monitor managed services contracts, SLAs, and renewals Ensure services delivered align with client needs, priorities, and agreed-upon scope Partner with service delivery leadership to address service quality concerns Support renewals and contract changes in coordination with leadership
Growth & Engagement Responsibilities Identify opportunities where additional services or projects may benefit the client Collaborate with Business Development and technical leaders to scope solutions Assist with proposal coordination and handoff once work is approved Participate in marketing efforts such as client stories, educational content, or events (optional, based on interest and aptitude)
Liaison between client and service delivery teams for critical client issues for multiple and/or complex accounts to review issues, risks, service level agreements
High level of understanding of current information technology and cybersecurity risks needed to include in operational quarterly business reviews with clients
Nurture client relationships by actively building trust through consistent, honest, and regular client contact
Continuously 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 issues
Monitor adherence to contractual obligations (SLA/SLEs) and ensure deliverables meet client contractual requirements and are consistent with client priorities, time, budget and quality standards
Use of CRM, Business Review, and proposal systems, to manage pipeline and ensure integrity of data through accurate and timely entry as needed
Use of client management systems to document client interactions and ensure communication is effective and transparent across client and internal teams
Identify service and product sales opportunities within assigned accounts and manage proposal, acceptance, and service delivery hand-off processes
Attend assigned sales and pipeline meetings and ensure sales opportunities are compliant with company policy
Take part in marketing planning and execution processes
Participate in video marketing by creating various customer success, tech tips, and other video content
Collaborate with the Business Development Manager to ensure business opportunities are actively communicated.
Work with service delivery management to ensure exceptional service delivery
Work with Rea subject matter experts to advise customers on security best practices, policies, regulatory compliance, and cyber insurance requirements
Participate in root cause analysis and resolution of service delivery concerns