Senior Relationship Manager, MSP

Who We Are

Electric is on a mission to simplify IT for small businesses everywhere. In the US alone, 99% of companies are small businesses, and we have a huge opportunity to impact how they run by providing a solution that makes managing IT easy (even if you’re not an IT expert)! We do that for almost 1,000 small businesses and over 55,000 users with IT Management Software that makes technical things like device management, application provisioning, cybersecurity policies, employee onboarding, and compliance reporting easy to manage and improve.

Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and of our mission to simplify IT.

If you want to bring your skills to a highly collaborative team and are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to small businesses across the U.S., read on.

Overview

We are seeking a seasoned, Senior Relationship Manager to join our team.  As the primary point of contact, Relationship Managers become adept at understanding customer needs and desires and translating them into specific IT project requirements or support requests. They also will ensure that customers receive the exceptional level of support offered in our managed services program. Additionally, Relationship Managers will develop quarterly roadmaps for their Elevate and Evolve customers. We are committed to training and professional development for Relationship Managers who meet the highest expectations in this critical role.

What you’ll do

• Serve as the primary point of contact and trusted advisor for assigned customer accounts, building and nurturing strong relationships with both technical and non-technical points of contact as an expert in understanding their business objectives and challenges
• Manage the full post-sales lifecycle of each of your customers, proactively identifying opportunities for expansions and upsells and negotiating renewals
• Host quarterly business reviews and develop IT Roadmaps tailored to customer needs and goals based on customer tier, producing and providing relevant data to ensure ROI is achieved.
• Work closely with cross-functional teams, including Sales, Professional Services, and Support to meet customer needs effectively
• Provide expert incident and problem management for high-impact and critical customer issues, ensuring root-cause analysis is conducted and corrective action plan is executed, escalating to your management for support as needed and involving senior leadership when necessary
• Monitor customer health metrics to mitigate risks and ensure customer retention proactively
• Address and resolve customer inquiries and concerns in a timely and professional manner

Who you are

• 4+ years of Account Management experience, previous MSP experience preferred
• Comfortable with technology—the ability to learn about new solutions and make recommendations within the scope of our supported and recommended software solutions that align with a customer’s goals
• Familiarity with B2B software, business operations, and basic customer-facing rapport-building skills is a must
• History of demonstrated comfort engaging a wide spectrum of customer personas from daily users to C-suite
• Possess a business acumen capable of delivering independent business challenge diagnosis, success planning, and cross-functional mobilization
• Embody a growth mindset in all aspects of your daily performance
• Executive-ready communication skills in a variety of mediums (virtual/in-person) and the ability to handle interactive customer-facing engagements
• High degree of intellectual curiosity and inquisitive nature – you are a critical thinker who is always looking for a way to make things work better
• Strong project management skills - you keep all the moving pieces organized and on time
• Ability to understand complex business goals and deliver creatively impactful solutions
• High degree of competency and comfort in ambiguous and autonomous work environments
• Outstanding written and verbal communication skills

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people are less likely to apply to jobs where they don’t meet every single qualification. Imposter syndrome can get in the way of meeting spectacular candidates. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles! 

Read about working at Electric here and meet our leadership team! 

We offer a range of benefits that include: 

• Flexible and generous PTO 
• Mental Wellness Days 
• Volunteer Days
• Medical, Vision, Dental, and Orthadontia Coverage
• 401k 
• ESOP (Employee Stock Option Program)
• Kindbody Membership for Family Planning
• Pre-taxed Commuter Benefits 
• Generous Parental Leave
• Paid medical, family, and military leave
• Short and Long Term Disability 
• Employee Assistance Programs 
• Life Insurance funded by Electric
• Training and career growth 
• Awesome team building events! 

Where?

We are headquartered in NYC, with an office in Denton, TX and remote locations across 24 states. Our largest markets outside of the Tri-State area and Dallas-Fort Worth area are San Diego, Denver, Raleigh. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ.  With a widely distributed team, we are used to working remotely across different time zones. 

See below to see if you are eligible to work within the 24 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Jersey, New York, North Carolina, Oklahoma, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin. 

Standard Working Hours: 9:00AM -6:00PM

We are an equal opportunity employer. 

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. 

We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.

Accommodations

Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: [email protected].