Client Relationship Manager - DC

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We’re a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We’re also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this opportunity excites you, we invite you to continue reading! We are looking for a Client Relationship Manager to join our team. As a CRM, you will be responsible for the overall client experience of the accounts assigned to you. You will be accountable for understanding, managing, and overseeing all technical configurations within the client's organization. You will also serve as the client champion with key knowledge about our customer's people, processes, and technology. Additionally, you will be the primary escalation point for all matters related to service delivery and client communications.

In this role, you will 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. Your activities and contributions will have a direct impact on FusionTek, our CRM team, and our clients.

This position is expected to be 95% remote with travel to key clients, meetings, interviews and events expected periodically.  The CRM should have a distraction-free environment with which to conduct work for FusionTek and high-speed internet access.

Roles Missions and Vision

• Working to ensure that each client is a promoter of FusionTek and its services.
• Generating customer loyalty by ensuring that clients renew all services with FusionTek.
• Driving growth within customer accounts by helping clients expand their services with FusionTek.
• Ensuring that clients do not have gaps in documentation, configuration, or persistent issues.
• Reducing MRR at risk from unhealthy or at-risk clients.

Expected Results- Measurements

• Loyalty Retention of FusionTek Services – 95% YOY retention of MRR   
• Ensure team members complete 95% of the targeted monthly sales activities
• Clients are referenceable clients (50% of more clients agree to be references)   
• Reduction of Revenue Churn (< 10% Of MRR)
• Entitlements – All devices and users are associated service entitlements
• Team Cohesion - Align management and reporting with EOS processes.
• Provide support to all FusionTek teams regarding interactions with the sales team

Measurements of Accountability (Expectations)

A Typical Week as a CRM

• 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
• Educating and keeping clients and internal FusionTek teams updated on client feedback/discussions.

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 - 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