Client Relationship Manager

Description

Equal Employment Opportunity Statement

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Reasonable Accommodation Policy

Consistent with the Americans with Disabilities Act (ADA), Klik Solutions is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or accommodation due to a disability, please contact [HR contact information]. All requests for reasonable accommodation will be evaluated on a case-by-case basis in accordance with applicable laws.

About Klik Solutions

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise.

We partner with our clients to provide end-to-end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data-driven insights, regulatory compliance, security measures, and seamless software and application integration.

Position Overview

The Client Relationship Manager serves as the primary relationship owner and project coordination lead for assigned client accounts. This role ensures smooth delivery of services across Managed IT, cloud, security, digital solutions, and strategic projects. 

The Client Relationship Manager drives proactive client communication, oversees project progress, resolves issues, and maintains account health through structured business reviews and ongoing service alignment. This position requires strong client relationship skills, project coordination ability, and the capacity to influence internal and external stakeholders. The ideal candidate thrives in a fast-paced environment, excels at communication and organization, and is committed to delivering high-quality outcomes and an exceptional client experience.

Key Responsibilities

Client Relationship & Account Management

• Serve as the primary day-to-day contact for assigned clients.
• Maintain ongoing communication to keep clients informed of support, project status, timelines, and expectations.
• Conduct Monthly Service Reviews to assess performance, SLAs, ticket trends, and service improvement opportunities.
• Participate in Quarterly Technical Business Reviews to align technology strategy with client business goals.
• Respond to and triage client escalations, ensuring timely and appropriate follow-through.
• Monitor account satisfaction, usage trends, risk indicators, and engagement levels; escalate issues as needed.

Project & Service Delivery Coordination

• Lead planning, coordination, and execution of assigned client projects, ensuring scope, timelines, and deliverables are defined and achieved.
• Facilitate alignment between technical teams, resource managers, and leadership for project sequencing and priority setting.
• Track project tasks, dependencies, and timelines using standardized tools and practices.
• Manage small to mid-sized project budgets, schedules, risks, and deliverables.
• Support standardization efforts and contribute to the continuous improvement of delivery processes.

Documentation, Reporting & Process Compliance

• Maintain accurate and timely account documentation, including communication history, service plans, agreements, and performance metrics.
• Create and distribute project status reports, meeting summaries, and action item logs.
• Leverage PSA to track client work and ensure visibility.
• Support compliance with operational methodologies, governance, and reporting guidelines.

Growth, Retention & Value Identification

• Identify opportunities for expanding service adoption, improving operational maturity, or adding strategic solutions.
• Collaborate with Solutions Engineers and Sales on proposals, renewals, and expansion discussions.
• Advocate for client needs internally while balancing delivery feasibility and organizational priorities.