Relationship Manager

Lyra Technology Group is a p rivate e quity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group , we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. Lyra Technology Group is looking for a full-time Relationship Manager to join the team at one of our operating companies in Nashville, TN. The Relationship Manager is the single point of contact for the client and is responsible for all aspects of the client relationship, including a thorough understanding of the client’s business. Your work as the Relationship Manager includes several components: Client Communication & Support Respond to direct client communications Follow up on escalated tickets to accurately communicate status to client Proactively interact with clients to stay current on their business needs Listen to understand client needs and escalate issues as requested Serve as a client resource for compliance, regulatory, and technology questions Account Management Conduct timely Technology Business Reviews (TBRs) with existing clients to expand business and ensure continued relationship Manage service quotes, contracts, lease agreements, and SLAs for the entirety of the client relationship lifecycle Assist clients in proactively budgeting for current and future technology needs Deliver onsite and virtual presentations showcasing how Company products and services demonstrate value to the client's business Order & Project Management Manage the full order process: spec work, create quote and cost justification, obtain client approval, prepare necessary paperwork, and coordinate with administrative and service teams to complete orders, schedule installs, and communicate with clients Work closely with the PMO to accurately communicate project status, gather needed information, and follow up on outstanding issues Systems & Reporting Enter all client-related work activity into ConnectWise to ensure accountability and accurate reporting Consistently maintain ConnectWise with information needed by all departments to successfully care for clients and opportunities Review open tickets, SmileBack, and BrightGauge for areas of improvement or concern Business Development Develop a deep understanding of client needs and propose additional technology solutions to meet those needs Proactively reach out to clients to share new knowledge, products, or services that may be of value Internal Collaboration Work closely with technical team leaders to establish and maintain strong working relationships Prepare and present client overviews during daily huddles so the internal team can better understand the client and how to best support them Participate in open house and networking events on occasion Our ideal Relationship Manager has the following qualifications: Education & Experience Bachelor's degree or equivalent work experience desired 2+ years of successful inside or outside sales or account management experience; technical sales preferred Proven track record of managing client commitments, negotiating, and closing sales Client Relationship Skills Ability to establish, grow, and maintain long-term client relationships Demonstrated success in developing client relationships that result in additional sales Strong understanding of client sales dynamics and the needs of small to medium-sized businesses Industry Knowledge Basic understanding of the Managed Services Provider (MSP) business model Familiarity with how SMB clients operate and make technology decisions Communication & Interpersonal Skills Excellent verbal and written communication skills, including telephony and active listening Strong interpersonal, negotiation, and cl…