Position Summary
The Associate Client Relationship Manager supports a portfolio of smaller clients by executing day-to-day relationship management activities and learning foundational CRM practices. Under the guidance of senior team members, you will assist with client success efforts, maintain accurate records, and contribute to client engagement initiatives.
You’ll build foundational relationships with executive stakeholders, support Business Reviews, and begin identifying basic growth opportunities. This role emphasizes execution, learning, and collaboration, with a clear path toward independent account ownership and strategic contribution with larger and more complex accounts.
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 and ticketing systems
Relationship Building
- Build foundational relationships with client contacts and 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 team members and technology owners
- Maintain structured tracking of outstanding tasks and client action items
- Assist in preparing presentations and documentation for client meetings
Qualifications (Knowledge, Skills, Abilities)
- BA or BS degree from an accredited university, major in Business, Information Technology, Cyber Security, or other relevant specialties preferred
- 0–2 years of experience
- Basic understanding of CRM processes and client relationship management principles
- Familiarity with CRM tools (e.g., Salesforce), Microsoft tools, and AI platforms
- 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
- Demonstrates adaptability, enthusiasm, and a “can do” attitude
- Ability to manage meeting agendas, take notes, and track action items
Working Conditions
- Hybrid role in-office 3 days per week
- 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 (occasionally) 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
