Job Description

SUMMARY

The Client Services Manager establishes and maintains business relationships with clients while providing outstanding customer service to ensure the long-term value of the client relationship. The Client Services Manager maintains a relevant understanding of clients’ business model, goals and objectives, proactively manages client expectations, and has a full understanding of FIT’s products and services and the ability to effectively communicate those offerings to clients.

PRIMARY RESPONSIBILITIES

• Responsible for all client communications, conflict resolution, and client deliverables
• Effectively manage and respond to all client issues, work requests, projects, and task deliverables.
• Regularly evaluate client position to determine potential growth opportunities with the client.
• Work closely with internal project teams and vendors to ensure client project goals and objectives are effectively communicated, understood, and met.
• Proactively manage purchase orders, client invoicing, payments, and contract renewals based on company policy.
• Assist accounting in reconciling items for client contracts
• Collaborate with management and coworkers to purchase materials, software, licenses, or equipment for FIT or clients
• Educate clients on product usage and provide ongoing training support
• Manage client meetings, provide product demonstrations and presentations
• Create and maintain appropriate client reporting (weekly, monthly or quarterly, etc.)
• Management and coordination of client onboarding to FIT products
• Assist in proposal writing, RFP and RFI responses
• Assist other Client Service Managers with client projects and tasks
• Provide internal reporting/metrics for Client Services Team and leadership team, as requested

KNOWLEDGE AND SKILL REQUIREMENTS

• BA/BS or equivalent work experience
• Preferred 3-5 years experience in project management, sales support, or client service
• Demonstrated ability to complete tasks with minimum supervision
• Demonstrated ability to meet deadlines and to manage multiple projects simultaneously
• Demonstrated ability to work in a fast-paced, high-growth environment and the ability to adapt to an evolving environment
• Ability to build and cultivate long-term client relationships
• Strong interpersonal, written, and verbal communication skills
• Demonstrated presentation skills
• Preferred experience in technical environments or IT sector
• Strong negotiating skills
• Ability to maintain confidentiality with regards to the information being processed, stored, or accessed on FIT or client networks and obtained through the client relationships

WORKING CONDITIONS

Working conditions are normal for an office environment and will require:

• Ability to lift and carry IT hardware as needed
• Local and occasional long-distance travel
• Occasional evening and weekend work
• Occasional workweeks of more than 40 hours
• Reliable transportation and a valid driver’s license

Company Description

FIT offers Managed IT Services to businesses and organizations and provide a full range of services from helpdesk, cybersecurity, and field support to network design, disaster recovery, and strategic technology consultation. FIT’s staff of 130+ employees serves as the technology team and IT partner for mid-sized companies, non-profits, healthcare entities, and K-12 schools in 26 other states nationwide. FIT prides itself on a culture of creativity and high performance. As a testament to FIT’s success, the co-founders, staff, and the company have been honored with several accolades for growth, client responsiveness, and community service. FIT operated as a certified female-owned enterprise for many years until becoming an ESOP in 2018. FIT is now a 100% employee-owned company with corporate headquarters in Cleveland, Ohio. FIT Technologies offers a comprehensive benefits package including medical, dental, vision, life insurance, paid time off, parental leave, and a 401k with match, all as part of an award-winning culture. As an ESOP, employees receive shares in the company as part of a retirement benefit. To promote a healthy work environment and provide exemplary customer service, FIT Technologies does not hire tobacco/vape users. FIT Technologies is an equal opportunity employer and welcomes diversity in our employees. We do not discriminate and will take measures to ensure against discrimination in employment, recruitment, compensation, termination, promotions, and other conditions for any employee or job applicant on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran’s status, sexual orientation, gender identity or gender expression.