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

• Client Relationship Management: Serve as the primary contact for assigned clients, fostering a positive long-term relationship and understanding their business needs. This involves regular communication (calls, emails, meetings) and proactive outreach to ensure clients feel valued and heard.
• Service Delivery Oversight: Ensure the MSP’s IT services to each client are delivered as promised. Work with neighboring departments to monitor service quality and intervene quickly when issues arise. Coordinate with technical support and operations teams to resolve problems effectively. Acting as the client’s advocate, you make sure their concerns are addressed promptly and satisfactorily.
• Account Reviews and Client Satisfaction: Conduct scheduled check-ins (video calls, conference calls and/or onsite meetings), Executive Business Reviews and IT Roadmap meetings with clients to review performance reports, discuss any challenges, and identify evolving needs. Through these regular meetings, gather feedback on service satisfaction and ensure any necessary adjustments are made to keep the client productive and happy.
• Upselling and Account Growth: Identify and pursue opportunities to expand the range of services or solutions provided to the client. For example, if a client’s business is growing, you might recommend additional cloud services, security upgrades, or other managed solutions that align with their goals. Collaborate with the Solutions Architect team or vCIO to propose enhancements that deliver extra value, thereby increasing revenue and deepening the partnership.
• Client Advocacy and Issue Escalation: Act as the client’s advocate within the MSP organization. When a client has a concern or a special requirement, the CRM represents those interests to internal teams. If there are major issues or outages, the CRM escalates these issues to the appropriate departments (engineering, service delivery, etc.) and keeps the client informed of remediation status. Likewise, they may coordinate resources for any urgent on-site support or additional training the client staff might need. In all cases, the CRM works to maintain client confidence, even during challenges.
• Administrative duties: Perform necessary administrative tasks to comply with the operational requirements of 360 Smart Networks expediently and accurately. These tasks include, but are not limited to services tickets, activities, time sheets, planning documentation, status reports, expense reports, procedures and project plans.

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.