Client Relationship Manager

Rea•Massillon, OH

2d•Hybrid

About The Position

Rea is a growing Top 100 business advisory & accounting firm providing services in tax, accounting, and business consulting. 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. Rea has a ‘People First’ culture, focusing on employee well-being and professional development. With over 400 professionals and offices throughout Ohio and Florida, our firm respects work-life balance and provides competitive compensation and a robust benefits plan. The Client Relationship Manager will be the primary account management contact for assigned clients, working to develop lasting client relationships, cyber security strategy, information technology budgets, operational plans, and goals to support business objectives through performing quarterly business reviews. This role will collaborate closely with engineers, the managed services delivery team, and technical resources, building relationships while selling and growing the sales pipeline. As an active partner on the client management team, the Client Relationship Manager assists in the proactive identification of opportunities with existing customers and works to renew recurring revenue contracts and sell new project engagements.

Requirements

Bachelor’s degree in information technology, Cybersecurity, Business, or similar field. Or equivalent work experience and industry certifications
Minimum of 7-10 years of successful sales/customer management experience within the information technology industry
Cloud Essentials preferred
Security+ preferred
Embraces our core values of Integrity, Continuous Improvement, Grit, Stewardship Mindset, and Innovation, demonstrating a strong capacity for resilience, ethical conduct, and a proactive approach to both personal growth and company advancement
Demonstrates strong initiative and self-management, effectively prioritizing tasks and achieving goals with minimal oversight
Skilled in translating goals into actionable steps, managing diverse projects, and achieving desired outcomes
Compelling presenter with the ability to engage audiences, clearly communicate complex information, and drive action
Confident and articulate, fostering productive discussions and effectively conveying key messages in various settings
Persuasive communicator comfortable with “cold” prospecting and networking experiences
High energy and collaborative team member with track record of success working with sales and technical resources in fast-paced environment
Exceptional listener with highly developed verbal communication skills as demonstrated in ability to form trusted relationships with prospects and customers
Curious with desire to become technologically savvy. Excited to learn and share with others company’s solutions designed to streamline and improve efficacy of customer processes
Passionate about providing exceptional customer service and exceeding expectations
Exceptional customer service and phone skills, communicating clearly, empathetically and professionally
Ability to shift focus on varying tasks and strong organizational skills
Masterful of both verbal and written communication, ensuring clear and concise information exchange
Thrives in a collaborative environment, fostering positive relationships and contributing effectively to team goals
Strong initiative and ownership of projects, leading by example and ability to motivate others
Utilizes data-driven insights and meticulous organization to optimize processes and make informed decisions
Possesses basic knowledge of IT concepts like Active Directory, Office 365/Gsuite, Windows/Mac OS, etc., for informed decision-making
Proficient in leveraging ConnectWise Manage to streamline workflows and enhance efficiency
Flexibility and adaptability
Seeks opportunity to increase Rea’s reputation via public speaking opportunities, seminar contributions, or job fairs
Shows initiative in continual education such as industry recognized certifications, Rea internal growth opportunities, LinkedIn Learnings, formal education, etc.

Responsibilities

Liaison between client and technicians for critical client issues for many 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
Awareness of SLA/SLE penalties
Nurture client relationships by actively building trust through consistent 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
Monitors adherence to contractual obligations (SLA/SLEs) and ensures deliverables meet client contractual requirements and are consistent with client priorities, time, budget and quality standards
Use of Microsoft Dynamics CRM to manage pipeline and ensure integrity of data through accurate and timely entry of data into Rea & Associates systems
Use of ConnectWise Manage Activities to document client interactions and ensure communication is fluid between all members of the services delivery team
Remain connected to service team and understand client tickets and manage accordingly
Collaborate with internal teams to craft compelling solution proposals and manage client implementations from start to finish
Partner with firm leadership, management and key employees to identify client opportunities, market expansion possibilities, and potential speaking engagements
Design and implement key performance indicators (KPIs) and track metrics to assess progress and inform business objectives
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