Client Experience Manager Jobs in Silver Spring, MD

COMPANY OVERVIEW

FlexTG provides managed print and workplace technology services with a national footprint. Our teams are focused on delivering a consistent client experience, strong operational execution, and practical solutions that help customers run their business more effectively.

JOB SUMMARY

The Client Relationship Manager, or CRM, is the primary relationship owner for an assigned portfolio of clients after implementation. The CRM is responsible for customer satisfaction, retention, account growth, day-to-day account activity, issue resolution, internal coordination, and overall account health.

This role combines relationship management, operational follow-through, account planning, business review preparation, data analysis, and cross-functional leadership. The CRM works closely with Sales, Service, Operations, Supply Chain, Billing, Contracts, Project Management, and Leadership to make sure client needs are understood, documented, prioritized, and driven to resolution.

KEY RESPONSIBILITIES

Client Relationship and Account Ownership

• Serve as the primary day-to-day point of contact and trusted advisor for assigned client accounts.
• Build and maintain strong working relationships with executive sponsors, operational stakeholders, site contacts, and end-user communities.
• Understand each client’s business objectives, contract scope, service expectations, billing requirements, technology goals, and operational priorities.
• Own customer satisfaction, retention, growth, profitability, and overall account health for the assigned client portfolio.
• Act as the primary point of contact for all aspects of the contractual relationship with the customer.

Operational Support and Issue Resolution

• Support customers’ day-to-day needs with clear communication, urgency, and ownership.
• Coordinate internal resources to fulfill service level agreements, resolve client issues, and maintain customer satisfaction.
• Provide the interface between customers, end users, technical support, service, operations, and other internal resources.
• Investigate customer complaints or concerns, develop practical solutions, and manage open items through completion.
• Escalate high-risk service, supply, billing, contract, or operational issues appropriately while maintaining client communication.

Business Reviews and Account Planning

• Prepare for and lead regular client business reviews, executive partnership reviews, account planning sessions, and strategic check-ins.
• Use reporting, metrics, and account data to bring value to the client and align recommendations with short-term and long-term technology goals.
• Identify risks, opportunities, usage trends, service patterns, supply activity, billing concerns, and areas for improvement.
• Develop clear action plans for renewals, expansions, fleet changes, program improvements, and additional phases of business.

Cross-Functional Coordination

• Work closely with Sales, Service, Operations, Supply Chain, Billing, Contracts, Project Management, and Leadership to ensure a coordinated approach to customer needs.
• Support onboarding for new customers and partner with implementation teams on deployment, inventory collection, device management, consumables management, and service readiness.
• Communicate client feedback, operational gaps, and process improvement opportunities to the appropriate internal teams.
• Recommend and help implement operational practices that improve productivity, efficiency, cost control, service quality, and customer outcomes.

Documentation, Reporting, and Process Improvement

• Maintain accurate account documentation, meeting notes, action items, contact records, contract details, fleet information, and follow-up commitments.
• Use Microsoft 365, CRM systems, reporting platforms, and internal business systems to manage account information and prepare client-facing materials.
• Document current-state and future-state business processes when needed to support client planning, program changes, and internal alignment.
• Develop continual process improvements that strengthen the customer experience and improve internal execution.

PREFERRED SKILLS AND COMPETENCIES

• Strong client relationship management skills with the ability to build trust and credibility.
• Excellent written and verbal communication skills, including the ability to communicate effectively with client executives and operational contacts.
• Strong customer focus, sound judgment, and a sense of urgency in all work.
• High level of organization, follow-through, and ability to manage multiple accounts, priorities, deadlines, and open issues at the same time.
• Strong analytical and reasoning abilities with the ability to review data, identify trends, and recommend practical solutions.
• Experience managing projects with cross-functional or multi-disciplined team members.
• Ability to develop and strengthen customer relationships while balancing client needs, contractual requirements, and business outcomes.
• Comfortable working independently, remotely, and across multiple internal departments.
• Professional presence, mature judgment, flexibility, and well-developed interpersonal skills.
• Proficiency with Microsoft 365, including Outlook, Teams, Excel, PowerPoint, and SharePoint.
• Experience with CRM, ERP, service management, reporting, or managed print platforms preferred.

EDUCATION AND EXPERIENCE

• College degree preferred, ideally in Business, Communications, Information Technology, Operations Management, Marketing, or another applicable field.
• Equivalent combination of education, professional experience, and demonstrated success may be considered in lieu of a degree.
• Previous Managed Print Services, or MPS, experience preferred.
• Experience in account management, customer success, managed services, technology services, office technology, document management, or another related client-facing role preferred.
• Experience supporting enterprise, healthcare, legal, education, or multi-location customers is a plus.

SUCCESS IN THIS ROLE LOOKS LIKE

• Clients know who to call and trust the CRM to follow through.
• Account issues are documented, owned, and driven to resolution.
• Internal teams have clear direction on client needs, account priorities, and next steps.
• Client risks are identified early and escalated appropriately.
• Renewals, business reviews, account planning, and improvement opportunities are managed proactively.
• Account data, documentation, and communication are accurate, current, and useful.
• The client experience feels organized, responsive, and professional.