Title: Client Relations Manager

Location: Nashville, TN (In-Office)

Status: Full Time/Exempt

Reports to: Director of Client Relations

Job Summary

The Client Relations Manager is responsible for nurturing and maintaining strong relationships with our clients, ensuring their satisfaction, and maximizing their value from our services. This position is also responsible for generating profitable sales strategies. Success in this role is demonstrated by the ability to skillfully manage client expectations, deliver white glove service, and generate stable revenue.

Responsibilities

• Develop and maintain positive relationships with clients, acting as their primary point of contact for all service-related inquiries, concerns, and requests.
• Proactively identify opportunities to enhance client satisfaction and drive business growth through upselling or cross-selling.
• Achieve or exceed annual sales goals.
• Collaborate with internal teams (such as sales, operations, projects and technical support) to effectively address client needs and deliver exceptional service.
• Schedule and conduct Technical Business Reviews with clients to ensure their expectations are being met and to gather feedback on their experience with our services.
• Monitor client accounts and contracts, ensuring accuracy and compliance with established terms and conditions.
• Act as a liaison between clients and our technical team, ensuring smooth communication and timely resolution of any issues or escalations.
• Stay up to date with industry trends, market conditions, and competitor activities to provide valuable insights and recommendations to clients.
• Prepare and deliver periodic reports on client satisfaction, account performance, and overall business growth.

Requirements and Qualifications

• Strong interpersonal and communication skills, with the ability to build rapport and effectively influence clients and internal stakeholders.
• Excellent problem-solving and conflict resolution abilities, with the capacity to handle challenging situations with professionalism and empathy.
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage multiple client accounts simultaneously.
• Sound knowledge of IT infrastructure, networking, and cloud technologies a plus.
•  Ability to understand and articulate complex technical concepts to clients.
• Proficient in using CRM software and other relevant tools to manage client relationships and track account activities.
• Occasional day and overnight travel to client sites required.

Education and Experience

• Bachelor's degree preferred
• 3 + years of customer service experience

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.