MSP Project Manager/Relationship Manager

Job Title: MSP Project Manager/Relationship Manager

We are seeking a highly motivated and results-driven individual to serve as our MSP Project Manager/Relationship Manager. This role will be responsible for managing projects from conception to completion, ensuring client satisfaction, and driving project success. The successful candidate will have a passion for building and maintaining strong client relationships, analytical skills, and a background delivering successful projects.

Key Responsibilities: 

• Project Management (30-40%):
  • Plan and execute projects, managing resources, timelines, and customer. 
  • Develop and maintain project documentation, including schedules, plans, and reports. 
  • Monitor project progress, identify and mitigate risks, and ensure projects are delivered on time and within scope. 
  • Communicate project updates and status to stakeholders. 
• Customer Relationship Management (60-70%):
  • Establish and maintain positive client relationships, acting as the primary point of contact. 
  • Provide excellent customer service, addressing inquiries and concerns promptly and effectively.  Typical inquiries include (but not limited to) billing questions, escalations, user reports, general guidance.
  • Identify opportunities to improve customer experience and gather feedback to build and maintain strong relationships with key clients to ensure loyalty and satisfaction. 
  • Build and deliver periodic reviews to customers to give them an overview of what has been going on with their account over a given time span. 
    • This includes:

Data Extraction - Pulling data from multiple application platforms that apply to the customer.

Data Mining - Correcting data errors and analyzing the raw data to identify patterns to extract useful information for the customer.

Information Delivery – Compiling the data extracted and mined into a meaningful report and present the report to the customer in a manner that tells a story about the account over a period of time, and outlines recommendations for strategic growth.

Skills: 

• Project Management Skills: Planning, organizing, executing, monitoring, and controlling projects. 
• Customer Relationship Management Skills: Communication, active listening, empathy, problem-solving, negotiation, data mining.
• Communication Skills: Written and verbal communication, including stakeholder communication. 
• Technical Skills: Proficiency in ticketing software (Connectwise or similar platforms), project management tools, data analysis, general knowledge of IT Infrastructure (servers, switches, Firewalls), Microsoft Suite, MSP Knowledge
• General Skills: Process driven, detailed oriented, motivated, customer-centric
• Prior