What are the responsibilities and job description for the Partner Relationship Manager position at Accent Consulting?
We are seeking an experienced and customer-focused Partner Relationship Manager with a strong understanding of IT solutions to join our growing Managed Services Provider (MSP) team. In this role, you will be the primary point of contact for our clients, ensuring their satisfaction, retention, and success with our IT services and solutions. You will collaborate closely with clients to align our technology offerings with their business goals, proactively address issues, and drive long-term relationships.
If you are passionate about delivering exceptional customer experiences and have a solid technical foundation in IT solutions, we’d love to hear from you!
Key Responsibilities
Client Relationship Management
Education and Experience
If you are passionate about delivering exceptional customer experiences and have a solid technical foundation in IT solutions, we’d love to hear from you!
Key Responsibilities
Client Relationship Management
- Serve as the main point of contact for assigned clients, fostering strong, trusted relationships.
- Conduct regular business reviews to ensure clients are achieving their goals with our services.
- Proactively identify opportunities to expand the value of our IT solutions for each client.
- Guide new clients through the onboarding process, ensuring a seamless transition to our MSP services.
- Provide training and education on the use of IT solutions, tools, and processes.
- Monitor client health metrics and proactively address any satisfaction or engagement issues.
- Identify risks of churn and collaborate with internal teams to implement retention strategies.
- Advocate for the client within the company, ensuring their needs are represented in service and solution delivery.
- Act as a technical advisor to clients, helping them understand how our IT solutions can solve their business challenges.
- Partner with internal technical teams to troubleshoot and resolve client issues promptly.
- Stay updated on industry trends and emerging technologies to provide clients with informed recommendations.
- Work with sales and account management teams to identify upsell and cross-sell opportunities.
- Partner with the service desk and technical teams to ensure timely resolution of client issues.
- Collaborate with marketing to create educational content for clients (e.g., webinars, newsletters).
- Track and report on client success metrics, such as satisfaction scores, retention rates, and account growth.
- Use data-driven insights to improve customer success processes and enhance client outcomes.
Education and Experience
- Bachelor’s degree in Business, IT, or a related field (or equivalent experience).
- 3 years of experience in customer success, account management, or a similar client-facing role, preferably within an MSP or IT services environment.
- Strong knowledge of IT solutions, including managed services, cloud computing, cybersecurity, and networking.
- Familiarity with RMM (Remote Monitoring and Management) tools, PSA (Professional Services Automation) software, and ticketing systems.
- Ability to discuss technical solutions with both technical and non-technical stakeholders.
- Excellent communication, presentation, and interpersonal skills.
- Proactive problem solver with a customer-first mindset.
- Strong organizational and time-management abilities.
- Customer retention rate and churn reduction.
- Net Promoter Score (NPS) or Customer Satifaction Score (CSAT).
- Revenue growth through up selling and cross-selling.
- Response and resolution time for client issues.
- Successful completion of client onboarding within defined timeframes.
- Be part of a collaborative and innovative team that values customer success.
- Work with cutting-edge IT solutions that empower business to thrive.
- Enjoy competitive compensation, benefits, and professional growth opportunities.
