Business Relationship Manager

Description

As a Business Relationship Manager (BRM) within the Client Services Team, you should bring a high level of customer service knowledge and a moderate level of IT knowledge blended with a business focus. Understand and align what we do as a business to our client’s mission. The BRM is expected to be well organized, detail oriented, understand and demonstrate to a customer the successes R3 has brought to their organization. The BRM must be able to act quickly and multitask in situations where the customer is not happy or requests immediate assistance. The BRM would be responsible for numerous clients with a focus on increasing R3 revenue, improving customer satisfaction and customer retention, and reducing risks in the services we provide.

Responsibilities And Duties:

As the Business Relationship Manager, you are the face of R3 to our clients and bring a level of customer service blended with technical and business focus that is shown through the choice of our actions and the forward thinking of our plans. Your responsibilities will be broad and will include, but are not limited to the following for multiple clients:

• Develop and maintain good working relationships with partners/clients to promote high levels of customer service.
• Contribute to internal customer satisfaction and quality initiatives.
• Ensure customer goals and objectives (customer value) are met, aligning R3 performance with these client business needs.
• Ensure high-quality products, services, and contract deliverables delivered on time.
• Perform customer satisfaction reviews on a project-by-project basis.
• Communicate results internally.
• Spearhead root cause analysis and remediation activities.
• Perform regular status meetings, which may be in person as needed or requested, with client stakeholders; track, monitor, and follow up on risks, action items, and issues as appropriate.
• Ensure client meeting outputs (minutes, action items, risks, and issues) are updated and sent out within 24 hours.
• Attend bi-weekly meetings with Client Services and weekly meetings with the Growth Team 
• Document time spent on clients through TSheets system.
• Create, organize, and perform regular client performance reviews (e.g., Monthly or Quarterly Business Reviews), which may be in person as needed or requested. 
• Analyze and understand changes to the client that may impact R3 support activities including but not limited to: Key Stakeholders, Growth or Other Organizational changes (e.g., end user volume, acquisitions, etc.), Technology / tool changes, Standards, regulations, new requirements or changes to requirements and Sales and Operational. 
• Ensure contract obligations are aligned, and contracts are current and maintained.
• Work with cross functional teams to develop, facilitate, and send quotes to clients.
• Interface with the project management team to understand potential delivery constraints (e.g., schedule and budgetary issues), coordinate communications with clients.
• Liaise with internal R3 teams to understand R3’s tools and technology as well as client environments to enable increased business revenue.
• Ensure the right teams are pulled together to build the solutions clients need.
• Collaborate with internal teams to ensure client-specific reports are created for customers that show metrics (e.g., helpdesk, operations, security).
• Collaborate with TDM/STAG resources to ensure proper service delivery. 

Requirements

Qualifications:

• U.S. Citizen (Federal client requirement)
• 3+ years’ experience in a business relationship / customer success role, preferably in a managed service provider type environment.
• 3+ years’ technical experience using Microsoft-based solutions and products.

Knowledge, Skills, And Abilities:

• Exceptional documentation, communication, presentation, and relationship management skills.
• Highly organized, team player, responsive, positive, excellent collaborator, and critical thinker.
• Must have strong follow up and follow through skills.
• Experience presenting to and working with executive leadership.
• Familiar with Microsoft 365, especially licensing.
• Familiarity with Microsoft tools and cloud-based services such as Azure, Office/Microsoft 365, Intune, Multi-Factor Authentication, Teams, Sentinel, Hudu, PSA tools (ticketing systems), CRM tools, etc.
• Exceptional Customer Service skills.
• Exceptional multitasking skills.
• Forward thinking and proactive.

The salary range for this position is $85,000 -$125,000/year plus bonus plan if targets are met 

The base salary range for this position is an estimate and may vary depending on relevant factors, including but not limited to education, experience, certifications, and skillset, as well as internal equity and business considerations. This range reflects base pay only and does not include bonuses, incentives, benefits, or other forms of compensation that may be offered as part of the total compensation package.

R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.

Salary Description $85,000-$125,000 w/ bonus incentive plan