Client Relationship Manager NEW

Massillon, Ohio
REA
Job Description Job Description

Rea is a growing Top 100 business advisory & accounting firm providing our clients services in tax, accounting, and business consulting. As a regional accounting and business consulting firm in Ohio, companies of all sizes consider us their trusted advisors, relying on us to help them grow beyond their expectations through a variety of accounting services and professional business counsel including Managed IT Services.

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.

Here at Rea we have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and offices throughout Ohio and Florida, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan.

The Client Relationship Manager will be the primary account management contact for assigned clients and work 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 work closely with our engineers, managed services delivery team, and technical resources, building relationships with each team while selling and growing the sales pipeline. As an active partner on the client management team, 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.

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

Knowledge, Skills and Abilities

• 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.

Requirements

Education & Experience

• 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

Licenses/Certifications

• Cloud Essentials preferred
• Security+ preferred

Travel

• 50% office / work from home environment
• 50% client site visits, Quarterly Business Reviews (QBRs), learning/seminar attendance

Benefits

Rea offers a wide variety of benefits to help support our employees’ health, wellness and financial goals.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with 3% contribution)
• Life Insurance (Basic, Voluntary & AD&D)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• ‘Work From Anywhere’ Option
• Wellness Resources
• Four (4) weeks PTO
• Twelve (12) paid holidays, of which three (3) are floating holidays

Rea does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without pre-approval from Rea’s Talent team. Pre-approval is required before any external candidate can be submitted. Rea will not be responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers.