CLIENT ENGAGEMENT MANAGER

ABOUT THE JOB

At JCMR, we deliver enterprise-level IT expertise, skills, and services to SMB and mid-market organizations. But we’re more than just IT services, we are a trusted partner that enables meaningful transformation for our customers while maintaining the highest security standards.  

For over 20 years we’ve maintained a hyper-focus on our clients, building our organization to meet and exceed their needs. As a JCMR Client Engagement Manager you will focus on retaining, supporting and growing the current client base. You will collaborate closely across all teams within the business to address client needs, advocate on their behalf, and drive renewals and growth. The CEM is a trusted advisor for JCMR clients, guiding them from sales handover through onboarding, service optimization, and ongoing engagement and expansion. You will be instrumental in creating long-lasting partnerships and responsible for driving positive business outcomes for our clients.

WHY WE HAVE THIS ROLE

The Client Engagement Manager is responsible for the onboarding, implementation, and lifecycle account management for our clients.

HOW YOU WILL FIND SUCCESS

• Understand client business drivers and industry challenges
• Drive stakeholder alignment up to the executive level
• Collaborate effectively with cross functional teams and senior leaders
• Transparency, Integrity and Quality are at the forefront of your approach to partnering
• Strong oral and written communication skills, including executive-level presentations for both internal and external audiences

HOW YOU WILL GROW

• Develop domain knowledge of relevant JCMR services, our clients’ unique business challenges, and the IT industry in general
• Become the “voice of the client” and our clients’ primary advocate at JCMR
• Engage in strategy setting and decision making with internal and external executives

THINGS YOU WILL DO

Client Relationship Management:

• Serve as the primary point of contact for clients, understanding their business needs, and aligning IT solutions to address those needs
• Proactively address client concerns and ensure high levels of customer satisfaction

Project Management:

• Oversee the end-to-end project lifecycle, ensuring successful delivery of IT services projects
• Collaborate with technical teams to define project scope, objectives, and timelines

Sales and Business Development:

• Leverage your extensive IT services experience to identify and pursue new business opportunities within the portfolio you manage
• Build and maintain strong relationships with key clients and stakeholders

Financial Management:

• Manage project budgets, ensuring projects are delivered within approved financial parameters
• Provide accurate financial reporting and forecasting to internal stakeholders

WHAT WE ARE LOOKING FOR ON YOUR RESUME

• 3+ years of experience of technical account management experience
• Microsoft 365, Public Cloud, Infrastructure, Networking, IT Security, and/or General MSP experience is preferred
• Proven track record of client satisfaction, retention, and growth within the IT services industry
• Experience with building relationships with people at all levels
• Excellent communication and negotiation skills
• Prior experience with EOS a plus

WHAT YOU SHOULD KNOW ABOUT OUR TEAM

• Our team is in the Charlotte area, and in our offices twice weekly
• Competitive pay with commissions and accelerators
• Training and Development: 30 minutes every day to focus on personal development (i.e., reading a book, listening to a podcast, developing a new skill)

OUR TEAM'S FAVORITE PERKS AND BENEFITS

• 24 days of Paid Time Off: 10 PTO, 5 personal days, and 9 Holiday closures
• 401k program and company contribution
• Medical Benefits: Healthcare, Vision, Dental, and more
• Opportunity to work from home three days per week
• Free team lunch on office days.

OTE for this role is expected to be in the $120,000 - $145,000 range

JCMR is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act

JCMR is committed to the inclusion of all qualified individuals. As part of this commitment, JCMR will ensure that persons with disabilities are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please let your JCMR contact/recruiter know.