Client Relationship Manager
2 weeks ago
TECEZE Manila, National Capital Region, Philippines
Client Relationship ManagerTECEZE is seeking an experienced Client Relationship Manager (CRM) to join our dynamic team. As a global leader in IT Managed Services, Cybersecurity, Cloud Solutions, and IT Infrastructure Support, we pride ourselves on delivering cutting-edge solutions to enterprises worldwide.
In this role, you will be responsible for managing key client relationships, ensuring high levels of satisfaction, and identifying opportunities to expand TECEZE's services. You will act as a strategic partner to clients, helping them achieve their IT and business objectives while ensuring seamless service delivery.
If you have a passion for building strong client relationships, driving business growth, and working in a fast-paced IT services environment, this role is for you
Key Responsibilities
- Client Relationship Management
- Develop and maintain strong relationships with key clients, acting as their trusted advisor.
- Serve as the primary point of contact for clients, ensuring seamless communication and engagement.
- Conduct regular meetings, quarterly business reviews (QBRs), and feedback sessions with clients to assess their satisfaction and identify areas for improvement.
- Act as an escalation point for any service-related issues and ensure timely resolution.
- Business Growth & Account Expansion
- Identify upsell and cross-sell opportunities for additional IT services, including Managed IT Services, Cloud Solutions, Cybersecurity, Network Management, and IT Support.
- Collaborate with the sales team to develop tailored IT solutions for existing clients.
- Work with technical teams to propose and implement service improvements that enhance customer experience.
- Monitor contract renewals and ensure retention of existing clients.
- Service Delivery & Performance Monitoring
- Ensure IT services are delivered in accordance with agreed SLAs and KPIs.
- Work closely with the Service Delivery Manager (SDM), Technical Teams, and IT Support Teams to ensure smooth operations.
- Monitor client satisfaction levels through surveys and direct feedback.
- Provide insights and recommendations based on service performance reports.
- Contract Management & Compliance
- Maintain accurate documentation of contracts, SLAs, and service agreements.
- Ensure compliance with all contractual obligations and industry standards.
- Work with legal and procurement teams to negotiate contract terms and amendments.
- Market & Industry Insights
- Stay up-to-date with industry trends, emerging technologies, and competitors' offerings.
- Provide clients with insights on IT advancements that could benefit their business.
- Reporting & Documentation
- Prepare client reports, including service performance metrics, contract renewals, and financial forecasts.
- Maintain CRM systems with up-to-date client interactions and account details.
- Present insights to senior management regarding client feedback and account growth.
Qualifications & Experience
- Bachelor's degree in Business Administration, IT, Computer Science, or a related field (Master's degree is a plus).
- 5+ years of experience in Client Relationship Management, Account Management, or Sales within the IT Services sector.
- Experience working with Managed IT Services, Cloud Solutions, Cybersecurity, Infrastructure Support, or IT Consulting is preferred.
- Proven track record of managing enterprise-level clients and achieving revenue targets.
Skills Required:
- Strong client relationship management and interpersonal skills
- Excellent communication and negotiation skills
- Ability to understand complex IT services and solutions
- Strategic thinking with a business development mindset
- Problem-solving and conflict resolution skills
- Ability to manage multiple accounts and prioritize tasks
- Proficiency in CRM software and Microsoft Office Suite
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