Client Relationship Manager

FlexTG | Position Description

Modern Position Description

Client Relationship Manager

Sales / Client Account Management

Exempt

As needed to support client and internal business needs

FlexTG provides managed print and workplace technology services with a national footprint. Our teams are focused on delivering a consistent client experience, strong operational execution, and practical solutions that help customers run their business more effectively.

The Client Relationship Manager, or CRM, is the primary relationship owner for an assigned portfolio of clients after implementation. The CRM is responsible for customer satisfaction, retention, account growth, day-to-day account activity, issue resolution, internal coordination, and overall account health.

This role combines relationship management, operational follow-through, account planning, business review preparation, data analysis, and cross-functional leadership. The CRM works closely with Sales, Service, Operations, Supply Chain, Billing, Contracts, Project Management, and Leadership to make sure client needs are understood, documented, prioritized, and driven to resolution.

A successful CRM keeps the client experience organized, responsive, and professional while protecting revenue, identifying opportunities, and ensuring internal teams have clear direction on account priorities.

Client Relationship and Account Ownership

• Serve as the primary day-to-day point of contact and trusted advisor for assigned client accounts.
• Build and maintain strong working relationships with executive sponsors, operational stakeholders, site contacts, and end-user communities.
• Understand each client’s business objectives, contract scope, service expectations, billing requirements, technology goals, and operational priorities.
• Own customer satisfaction, retention, growth, profitability, and overall account health for the assigned client portfolio.
• Act as the primary point of contact for all aspects of the contractual relationship with the customer.

Operational Support and Issue Resolution

• Support customers’ day-to-day needs with clear communication, urgency, and ownership.
• Coordinate internal resources to fulfill service level agreements, resolve client issues, and maintain customer satisfaction.
• Provide the interface between customers, end users, technical support, service, operations, and other internal resources.
• Investigate customer complaints or concerns, develop practical solutions, and manage open items through completion.
• Escalate high-risk service, supply, billing, contract, or operational issues appropriately while maintaining client communication.

Business Reviews and Account Planning

• Prepare for and lead regular client business reviews, executive partnership reviews, account planning sessions, and strategic check-ins.
• Use reporting, metrics, and account data to bring value to the client and align recommendations with short-term and long-term technology goals.
• Identify risks, opportunities, usage trends, service patterns, supply activity, billing concerns, and areas for improvement.
• Develop clear action plans for renewals, expansions, fleet changes, program improvements, and additional phases of business.

Cross-Functional Coordination

• Work closely with Sales, Service, Operations, Supply Chain, Billing, Contracts, Project Management, and Leadership to ensure a coordinated approach to customer needs.
• Support onboarding for new customers and partner with implementation teams on deployment, inventory collection, device management, consumables management, and service readiness.
• Communicate client feedback, operational gaps, and process…