Business Relationship Manager in Frederick, Maryland at R3 LLC

As a Business Relationship Manager within the Client Services Team at R3, you act as the primary point of contact for multiple clients, ensuring exceptional customer service while aligning technical solutions with business objectives. You’re responsible for maintaining strong client relationships, supporting contract and project activities, and helping to increase client satisfaction, retention, and revenue. This role requires excellent organizational skills, attention to detail, and the ability to prioritize and multitask in a fast-paced environment.

Responsibilities

• Develop and maintain strong working relationships with clients to promote high levels of customer service
• Contribute to internal customer satisfaction and quality initiatives
• Ensure client goals and objectives are met by aligning R3 performance with business needs
• Ensure products, services, and contract deliverables are delivered on time and meet quality standards
• Conduct customer satisfaction reviews on a project-by-project basis
• Communicate results and insights internally to leadership and service teams
• Lead root cause analysis and remediation activities when issues arise
• Conduct regular status meetings with client stakeholders and track risks, action items, and issues
• Ensure client meeting outputs, including minutes, action items, risks, and issues, are documented and shared promptly
• Participate in bi-weekly Client Services Team meetings
• Track time spent on client activities through time sheets.
• Prepare and deliver client performance reviews, including monthly or Quarterly Business Reviews (QBRs)
• Monitor client organizational changes and assess impact on support activities, including key stakeholders, growth, technology, standards, and requirements
• Ensure contract obligations are met, and contracts are maintained and current
• Work with cross-functional teams to develop, facilitate, and deliver quotes to clients
• Complete a minimum of three (3) on-site client visits on a quarterly basis.
• Collaborate with project management to understand delivery constraints and coordinate client communications
• Liaise with internal teams to understand tools, technologies, and client environments to enable business growth
• Ensure appropriate teams are assembled to deliver client solutions
• Collaborate with internal teams to produce client-specific reports showing key metrics such as helpdesk performance, operations, and security
• Work with technical delivery managers and service teams to ensure proper service delivery
• Other duties as assigned.

Qualifications

• U.S. Citizen (Federal client requirement)
• 3+ years of experience in a business relationship, client success, or customer-facing role, preferably in a managed services environment
• 3+ years of technical experience with Microsoft-based solutions and products

Skills

• Exceptional documentation, communication, presentation, and relationship management skills
• Highly organized, proactive, collaborative, and a critical thinker
• Strong follow-up and follow-through skills
• Experience presenting to and working with executive leadership
• Familiarity with Microsoft 365 licensing and Microsoft tools and cloud-based services such as Azure, Office/Microsoft 365, Intune, Multi-Factor Authentication, Teams, Sentinel, Hudu, PSA tools, and CRM systems
• Exceptional customer service and multitasking abilities
• Forward-thinking and able to anticipate client needs

The salary range for this position is $90,000 -$110,000/year. The base salary range for this position is an estimate and may vary depending on relevant factors, including but not limited to education, experience, certifications, and skillset, as well as internal equity and business considerations. This range reflects base pay only and does not include bonuses, incentives, benefits, or other forms of compensation that may be offered as part of the total compensation package. R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.