Client Relationship Manager

We are currently looking for a Client Relationship Manager to join our team in Northwest Arkansas.

JOB SUMMARY:

The Client Relationship Manager  (CRM) is a critical resource focused on the management of clients that are part of Edafio’s Target Client Profile (TCP). CRMs are responsible for business development and profitability at the client level. These individuals are focused on achieving sales / growth targets and maintaining high levels of customer satisfaction within an assigned territory or group of accounts. Successful individuals anticipate customer needs through proactive engagements with clients and stay abreast of current and upcoming client needs. CRMs are designed to become indispensable to our clients, and pursue the role of a trusted advisor by providing guidance and recommendations.

ARE YOU LOOKING FOR A CAREER UPGRADE?

HERE’S WHY WE THINK YOU’LL LOVE IT HERE.

• Grow your career with hands-on learning, paid certification training, career roadmaps and access to a team of experts in the field.
• You’ll love who you work with. At Edafio, your intelligent and passionate colleagues are more than just coworkers — they’re friends.
• As one of Arkansas’s Best Places to Work for five years running, we’re serious about fostering a culture of transparency and helpfulness.

We are always on the lookout for talented and passionate people that have what it takes in both aptitude and empathy to be a true contributor. With that in mind, we go to great lengths to ensure new contributors meet or exceed client expectations, as well as, live and work in alignment with our core values, which include: a commitment to our client’s success, unquestionable integrity, taking personal accountability, and a one-team approach with humility and respect.

Required Skills:

High performing Client Relationship Managers have:

• Demonstrated the ability to overcome obstacles, achieve sales goals, and articulate ideas clearly and concisely in a variety of settings
• Outstanding communication and organizational skills
• Been self-starters with the ability to build relationships, communicate product knowledge, and close deals quickly
• The ability to solve problems with critical thinking, integrity-based judgment, and strong decision-making skills
• Strong collaboration skills and ability to work closely and effectively with team members across departments and at all levels of the organization
• A proven track record developing new relationships with customers and ability to translate client business needs into solutions
• A willingness to learn within a highly skilled team
• The ability to prioritize based on the strategic nature of the client and the needs of Edafio

Required and/or Preferred Education:

• High School diploma or GED equivalent required
• Bachelor’s degree required with a focus in business management or computer science preferred

Preferred skills, education or experience:

• Preferred candidate will have prior experience in an IT Managed Services environment or other internships/entry level sales position

Specific Responsibilities:

• Manage existing client relationships and contracts
• Own overall relationship health of clients assigned
• Ensure client understands the value in the services and solutions that are contracted
• Meet or exceed Client Satisfaction (NPS) scores
• Consistent (Yearly / Quarterly, etc) account planning reviews and updates (XBR’s)
• Serve as escalation point for client issues
• Lead the contract renewal process
• Create statements of work and other contractual documents on behalf of Edafio utilizing approved contract language
• Be comfortable in leading business-level discussions and managing expectations of what is and is not included in the client agreements
• Conduct ‘Whitespace Analysis’ to determine upsell opportunities for assigned clients
• Work as one team with technical account managers and operations center for the overall success of our clients and Edafio
• Learn client business and listen for client pain points that can be solved with Edafio services and solutions
• Facilitate and coordinate Client activities and projects with appropriate Technical Account Manager and Edafio team
• Provide guidance/direction and input as appropriate to project management team and leadership, along with client and Edafio teams
• Review client profitability Quarterly, and lead corrective action plans as needed
• Review monthly invoices for accuracy
• Identify and lead upsell opportunities
• Keep CRM systems of record (Salesforce) current with client opportunities, selling stage and close date while working in tandem with Finance and Administrative team members to keep opportunities that flow through ConnectWise updated and moving forward in the sales design and quoting process

Travel:

0-10% local travel

Status:

Full-time/Exempt / Standard Workdays & Hours (30+ hours /week) / Some on-call may be required

Physical Demands:

Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s).

Supervisory responsibilities:

No

* This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the associate. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.