Client Relationship Manager

Responsibilities

Client Support & Execution
Support daily client requests and retain ownership of action items through to resolution
Follow established processes and escalate issues when necessary
Maintain accurate records of client interactions, deliverables, and updates in CRM systems Relationship Building
Build foundational relationships with executive-level decision-makers
Proactively engage clients to participate in ECI events, surveys, and feedback initiatives
Assist in identifying basic upsell and cross-sell opportunities

Product & Service Familiarity
Develop working knowledge of ECI products, services, and core technologies (cloud, cybersecurity)
Begin applying product knowledge to client conversations and solution alignment

Risk Management
Track client relationship health and escalate risks when identified
Follow up proactively on open items and contribute to risk mitigation efforts

Business Reviews & Reporting
Conduct introductory Business Reviews with support from senior CRMs
Maintain structured tracking of outstanding tasks and client action items
Assist in preparing presentations and documentation for client meetings

Qualifications (Knowledge, Skills, Abilities)
1–3 years of industry experience
Basic understanding of CRM processes and client relationship management principles
Familiarity with CRM tools (e.g., Salesforce), ServiceNow, and reporting platforms
Introductory knowledge of ECI solutions and industry trends
Time management: meets most deadlines with occasional reminders
Communication: responds to client and team requests in a timely manner when prompted
Interpersonal: active listening, building rapport, establishing trust
Presentation: public speaking fundamentals, documentation accuracy, engagement techniques
Analytical: basic data interpretation, risk identification
Ability to track and resolve client requests with guidance
Ability to escalate concerns appropriately and follow through on assigned tasks
Updated: For Review
Demonstrates adaptability, enthusiasm, and a “can do” attitude
Ability to establish credibility in client interactions and internal collaboration
Ability to manage meeting agendas, take notes, and track action items

Working Conditions
Ability to work in an independent environment with moderate supervision
Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
Ability to travel for business and work beyond normal business hours when necessary
Ability to be flexible and successfully respond to multiple work pressures
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer
components

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