Client Relations Manager - Key Accounts

Technology Lab - Nashville, TN

Full-time - Mid Level

Nashville, TN

Professional, Scientific, and Technical Services

About the position

The Key Accounts Client Relations Manager at Technology Lab is responsible for building and maintaining relationships with high-value clients, ensuring their satisfaction, and aligning technology solutions with their business objectives. This role requires a strong IT technical background to provide managed services in cloud computing, networking, and IT infrastructure, with a focus on delivering exceptional service and driving account growth.

Responsibilities

• Develop and maintain positive relationships with key accounts, acting as their primary contact for all service-related needs and requests.
• Serve as the trusted IT advisor for clients, providing guidance on technology trends and solutions that align with their business goals.
• Collaborate closely with internal technical teams (e.g., IT support, engineers, project management) to ensure seamless service delivery and timely resolution of escalations.
• Lead regular Technical Business Reviews (TBRs) to assess client needs, review account performance, and strategize enhancements or new services.
• Proactively identify opportunities for upselling and cross-selling managed IT services, cloud solutions, and network infrastructure.
• Achieve or exceed an annual revenue target through proactive account management, solution selling, and value delivery.
• Manage contracts, service level agreements (SLAs), and ensure compliance with client expectations and company policies.
• Stay informed on industry innovations, IT best practices, and market shifts, providing valuable insights to clients to improve their operational efficiency.
• Prepare and deliver regular reports on client satisfaction, IT service performance, and account growth potential.

Requirements

• Proven ability to manage high-value accounts with a focus on delivering technology solutions and IT services.
• Strong understanding of IT infrastructure, cloud solutions, networking, cybersecurity, and related managed services.
• Ability to communicate technical concepts effectively to both technical and non-technical stakeholders.
• Exceptional problem-solving skills with experience in resolving technical and service-related challenges.
• Excellent interpersonal and communication skills with the ability to influence key decision-makers.
• Strong organizational skills and ability to manage multiple large accounts concurrently.
• Proficient in using CRM platforms, ticketing systems, and project management tools for tracking account activities and client interactions.
• Willingness to travel to client locations for on-site meetings and business reviews.

Nice-to-haves

• Bachelor's degree in information technology, Business, or related field preferred.
• Minimum 5+ years of experience in client relations or account management, with at least 3 years in an IT or managed services environment.
• Experience managing enterprise or large-scale accounts with a focus on technology services.