Client Relationship Manager

Summary

Join FusionTek as a Client Relationship Manager (CRM) and be responsible for the overall client experience of your assigned accounts. You will manage technical configurations, serve as the client champion, and be the primary escalation point for service delivery and communication. Partner with sales and leadership to create growth strategies and expand FusionTek's business within your accounts. This 95% remote position requires a distraction-free work environment and high-speed internet. Your contributions directly impact FusionTek, the CRM team, and clients. Success is measured by client loyalty, sales activities, client references, revenue churn reduction, and service entitlement alignment.

Requirements

• Bachelor’s degree (B.A.) from four-year College, or University, and/or training or equivalent combination or education and 5+ years’ experience in the financial services vertical
• Proficiency in PowerPoint and Excel
• Proficiency in 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
• Prior experience working at a Managed Service Provider/ Managed Security Service Provider
• Experience engaging at all levels within an organization right to C level

Responsibilities

• Manage and oversee all technical configurations within the client's organization
• Serve as the client champion with key knowledge about our customer's people, processes, and technology
• Be the primary escalation point for all matters related to service delivery and client communications
• Partner with all members of the sales and leadership team to create a growth strategy and identify ways to grow FusionTek's business within our accounts
• Work to ensure that each client is a promoter of FusionTek and its services
• Generate customer loyalty by ensuring that clients renew all services with FusionTek
• Drive growth within customer accounts by helping clients expand their services with FusionTek
• Ensure that clients do not have gaps in documentation, configuration, or persistent issues
• Reduce MRR at risk from unhealthy or at-risk clients
• Attend the weekly L10 Meeting
• Review unhealthy or at-risk clients
• Review case trends and identify and create problems cases
• Update Account information and documentation
• Review open projects (if any) and follow-up with PM on current status
• Onsite or virtual visits with clients as required
• Identify areas for problem resolution with assigned clients
• Educate and keep clients and internal FusionTek teams updated on client feedback/discussions
• Provide support to all FusionTek teams regarding interactions with the sales team

Preferred Qualifications

• Distraction-free work environment
• High-speed internet access

Benefits

• Salary range - DOE (Depends on Experience)
• 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