Client Relationship Manager - Seattle

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We are a close-knit team dedicated to IT infrastructure management for small to mid-sized businesses since 2007.

We are currently experiencing substantial growth and are looking for exceptional candidates who resonate with our four core values:

• Teamwork: We are dedicated to achieving common goals collaboratively.
• Growth Mindset: We emphasize continuous improvement for our coworkers, clients, and the organization.
• Integrity: We conduct our business with transparency and always prioritize our clients.
• Ownership: We ensure follow-through on our commitments and take responsibility for our outcomes.

We are seeking a passionate Client Relationship Manager to join our vibrant team. In this role, you will oversee the overall client experience for the accounts assigned to you. You will be responsible for understanding, managing, and monitoring all technical configurations within the client's organization. Furthermore, you will act as the client advocate, possessing critical insights about our customers' employees, processes, and technologies. You will also serve as the main escalation point for service delivery and client communication concerns.

As a CRM, you will collaborate with sales and leadership teams to strategize for growth and explore avenues for expanding FusionTek's business across your accounts. Your contributions will significantly impact FusionTek, our CRM team, and our client relationships.

This position is primarily remote, with occasional travel required for key client meetings and events. Candidates should maintain a distraction-free workspace and have reliable high-speed internet access. This opportunity is limited to candidates located in the greater Seattle area.

Key Responsibilities:

• Foster a strong client relationship, aiming to turn every client into an advocate of FusionTek and its offerings.
• Strengthen customer loyalty by encouraging the renewal of all services.
• Drive growth within customer accounts by promoting service expansion.
• Ensure comprehensive documentation and configurations to prevent recurring issues.
• Mitigate risks associated with monthly recurring revenue from at-risk clients.

Expected Outcomes:

• Achieve a 95% year-over-year retention rate for Monthly Recurring Revenue (MRR).
• Ensure team members complete at least 95% of the designated monthly sales activities.
• Secure a minimum of 50% of clients agreeing to act as references.
• Maintain a revenue churn rate of less than 10% of MRR.
• Ensure all devices and users are logged against the appropriate service entitlements.
• Align management and reporting with EOS procedures for enhanced team coherence.
• Support other FusionTek teams in their interactions with the customer base.

Typical Weekly Tasks:

• Participate in the weekly L10 Meeting.
• Assess the status of any clients that may be considered at-risk.
• Review case trends and work with the team to identify and address problems.
• Update account details and documentation regularly.
• Monitor ongoing projects and coordinate updates with Project Managers as needed.
• Conduct necessary onsite or virtual client visits for relationship building.
• Identify areas requiring resolution for assigned clients.
• Share client feedback and discussions with internal teams to improve service delivery.

Education

• 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.

 Computer skills

• Power point, Excel

 Technical skills

• 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

Experience

• Prior experience working at a Managed Service Provider/ Managed Security Service Provider
• Engaging at all levels within an organization right to C level

At FusionTek, we truly believe that our people are our most valuable asset, which is why we’re excited to provide:

• Salary range - 85k - 100k/year
• 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