Client Relationship Manager

Job Description

As a Client Relationship Manager (CRM) at 360 Smart Networks, you will play a pivotal role in building and maintaining strong client relationships. Your primary responsibilities will revolve around strategic planning, recommending and proposing system upgrades and new solutions, general client administration, and continuing education and training. You will serve as the bridge between our clients and our internal teams to ensure their needs are met effectively.

Key Responsibilities:

Strategic Planning:

• Learn the client's business processes and industry-specific IT solutions.
• Layout the foundation of the IT Roadmap (ITRM), primarily focusing on proactive strategies for 360 best practice alignment.
• Collaborate with other 360 team members to identify opportunities for strategic improvement.
  
  

Basic Solutions and System Upgrades:

• Identify and assess requirements for bringing hardware and software into 360 best practice alignment.
• Recommend system upgrades in coordination with Solutions Architect and 360 Support.
• Engage in high-level research and development activities as needed.
• Prepare proposals and project scopes for basic system upgrades and engage Solutions Architect for complex solutions.
• Present and discuss basic system upgrade proposals and project scopes with the client for approval.
  
  

Complex Solutions and System Upgrades (w/ Solutions Architect):

• Identify and assess requirements for end-of-life hardware and software.
• Recommend system upgrades in coordination with Solutions Architect and 360 Support.
• Gather and document technical information and collaborate with the Solutions Architect to outline required solution.
• Present and discuss comprehensive solution proposals and project scopes with the client for approval.
  
  

360 Support Issues:

• Proactively manage client issue escalations in coordination with 360 Support.
• Collaborate with the Client Relationship Team to address complex client requests and issues.
  
  

Client Engagements:

• Maintain regular ad hoc communication with clients via email, phone, or in-person interactions.
• Facilitate Primary Contact + One lunch meetings.
• Participate in yearly ITRM meetings to address 360 best practice alignment concerns and opportunities.
  
  

General Client Administration:

• Address general client inquiries and requests.
• Manage client needs such as forms and documentation.
• Collaborate with the Client Relationship Team to address complex client requests and issues.
• Facilitate interactions during client onboarding.
• Manage agreements from Budget Start to Complete.
• Address invoicing needs and monitor effective rates and issue trends.
  
  

Continuing Education and Training:

• Establish goals for RM specific technical education within the 360 IT stack.
• Stay informed about developments in the client's industry vertical.
• Proactively share insights and knowledge with the Client Relationship Team.
  
  

Qualifications:

• Bachelor's degree in Business, IT, or a related field (Master's preferred).
• Proven experience in client relations, IT, or a related role.
• Strong knowledge of industry-specific IT solutions and best practices.
• Excellent communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Proactive mindset with a strong commitment to client satisfaction.
• Ability to work collaboratively in a team and independently.
• Exceptional organizational and project management skills.
  
  

360 Smart Networks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Description

360 Smart Networks was founded in 2002. We provide complete outsourced IT Managed Support Services (MSP) to small and medium-sized companies in Atlanta, Charlotte, and Tampa. We establish long-term relationships with our clients and provide them with the necessary IT Services to help them grow their businesses. We are dedicated to maintaining open communication and providing quality customer service. This is a great opportunity to work for a company that embraces a wide range of leading-edge technologies and with a team of highly experienced and talented Engineers.

360 Smart Networks was founded in 2002. We provide complete outsourced IT Managed Support Services (MSP) to small and medium-sized companies in Atlanta, Charlotte, and Tampa. We establish long-term relationships with our clients and provide them with the necessary IT Services to help them grow their businesses. We are dedicated to maintaining open communication and providing quality customer service. This is a great opportunity to work for a company that embraces a wide range of leading-edge technologies and with a team of highly experienced and talented Engineers.