Relationship Manager

WORKING ENVIRONMENT 

Fluid IT is a founding UK B Corporation; we believe in business as a force for good. We are an IT services provider, working predominantly with charities, B Corps and SME’s. This role is office based with the opportunity of hybrid working following a successful probation period. We are a short walk from either Bromley-By-Bow Tube or Langdon Park DLR. 

JOB SUMMARY 

Want to build strong and lasting relationships with our clients and work to serve their needs? Whether working with key client staff, their suppliers, our suppliers or our internal team, someone who communicates a desire to help and shows absolute integrity. 

Reporting to the Head of Relationships and Quality Control, this role is a role within an established team. The Relationship Manager role at Fluid, really is the face of our business. This role would suit someone who enjoys managing a busy workload and making clients happy by delivering a great service. 

PERSON SPECIFICATION 

This role is responsible for understanding and delivering on the needs of our clients. Fluid is a small company that punches above its weight – and what that means for this role – is that you won’t just be managing accounts from a relationship perspective, you’ll also be actively picking up tasks that need doing, delivering them where you can, and working with our internal experts to get others done.  

You’ll need to be proactive, happy, and able to manage your own workload. Most importantly, you’ll have to be able to build and maintain great relationships – with clients and your colleagues. We’re a team, and we need a team player. 

As we’re an IT company, you will need an understanding of, and interest in IT – applications, licensing, security, hardware etc. You don’t need to be an IT expert – but if you’re a complete novice, the role might be a bit daunting. 

This is a great role for someone who wants to grow their experience and develop with a company. We’re an inclusive and values-led business, and we’re looking for someone who wants to develop with us. Training opportunities are available as identified to ensure continued growth.  

EXPERIENCE REQUIRED 

We are looking for someone with a background in client-facing roles such as account management, client relationship management, or customer success within an IT services environment. 

OUR VALUES 

Our values as a business are important to us and we do our utmost to make them an active part of how we interact with each other, our clients, and suppliers.  

We offer a range of benefits, including an Employee Assistance Programme, through Health Assured, free tea, coffee and ice creams and company socials.  

Our values are: 

• Helping people flourish
• Battling for the best
• Integrity at our core

KEY AREAS OF RESPONSIBILITY 

• For our clients to have someone who will be their champion internally at Fluid; who will; 
• Build stronger, long-lasting client relationships. 
• Use client feedback to develop retention strategies and ensure client satisfaction. 
• Understand client needs and goals and align them with Fluid's products and services. 
• Develop a proactive approach to managing a busy and varied workload, and not letting the reactive take over the proactive planning, needed to build our relationships. Regular client meetings to solicit valuable feedback, with agenda management, prepared information, capture of action points, and follow up. 
• Confidently portray a good grasp, and keen interest in, business class IT, communications, and security services. 
• Prepare regular reports on client activity, satisfaction, and account health to share with internal stakeholders and clients. 
• Work methodically using the systems we have in place to track our activity. We need timely and accurate logs of works and communications planned and undertaken in Fluid IT’s CRM (ConnectWise PSA). 

REQUIREMENTS AND SKILLS 

• Strong communication skills: by this we mean – 
• Strong written and verbal communication skills. 
• The ability to translate technical complexities into plain English. 
• Willing to have difficult conversations with clients using tact and diplomacy. 
• This role requires active listening skills demonstrating curiosity and inquisitiveness. 
• A commitment to excellent customer service 
• Strong problem-solving abilities and calm under pressure. 
• Empathy. The ability to understand the client’s context.  
• A proactive approach to managing a varied and busy workload. 
• The ability to learn, including independent learning. 
• Effective time management, demonstrating the ability to manage multiple accounts and projects simultaneously. 
• Identifying and recommending process improvements to benefit the wider team.   
• An interest in and aptitude for working with IT 
• Understanding of digital business and communication tools, architecture, security, and licencing. 
• Proven discipline of working to a defined business process including keeping timely and accurate records in a CRM tool.