Relationship Manager

JOB TITLE : Relationship Manager 1

Location: Mexico (Remote)

JOB ID: 24401

At Wimmer Solutions, we believe care creates community. We work smart; we have built a reputation for results-oriented, innovative, business and technology solutions that help companies execute on their strategic initiatives. We have fun; we love our work. We are positive, kind, and hungry to learn. We give big; we aim to make a real impact on the causes that affect the communities we serve and build strong relationships with the dedicated volunteers and nonprofit organizations working to address them.

We are all about people and community. Since 2002, we have offered technology staffing and managed services for the greater Seattle area and throughout the United States. We focus on getting to know our clients and candidates to create lasting partnerships and ensure success.

Role Summary

The Relationship Manager (RM1) acts as the primary operational and relationship point of contact for Microsoft-aligned support engagements. This role focuses on customer satisfaction, operational excellence, incident oversight, and cross-team coordination, supported by a solid understanding of Microsoft technologies and enterprise IT support processes. This is not a hands-on engineering or development role. The RM1 leverages technical awareness to effectively communicate with internal technical teams. The Operations Center Relationship Manager (RM) is an essential team member to help identify cases where customer sentiment and experience are at risk. The RM is customer-centric and has a high EQ to help our internal support teams better interact with our customers to gain further trust and resolve issues quickly. This role will represent our customers mindset to our internal support teams and offer guidance/advise on how to improve customer experience.

Roles & Responsibilities

Customer & Relationship Management

• Serve as a trusted point of contact for Microsoft stakeholders, ensuring clear communication, timely updates, and expectation management.
• Advocate for customer needs while balancing operational constraints and internal processes.
• Handle escalations professionally and ensure issues are driven to resolution.

Incident & Operational Oversight

• Oversee support cases and escalations, ensuring accurate documentation and compliance with defined processes (CB/DfM/CSI or similar tools).
• Track SLAs, identify recurring issues, and drive corrective actions in collaboration with technical teams.
• Review RCA documentation and ensure preventive actions are implemented.

Process & Quality Management

• Ensure adherence to support processes, quality standards, and Microsoft engagement guidelines.
• Contribute to SOPs, playbooks, and knowledge base improvements.
• Identify process gaps and recommend operational improvements.

Cross-Team Collaboration

• Act as a bridge between customers, support engineers, service managers, and leadership.
• Coordinate with internal technical teams to clarify issues, dependencies, and resolution timelines.
• Support onboarding and knowledge transfer for new RMs when required.

Reporting & Insights

• Analyze operational metrics (ticket trends, SLA performance, recurring issues).
• Provide data-driven insights to leadership to improve support outcomes and customer experience.

Skills & Experience Required (Revised)

Required

• 3+ years of experience in IT support operations, application support, service delivery, or customer-facing technical support roles.
• Strong understanding of ITIL-based support processes (incident, problem, change management).
• Working knowledge of Microsoft technologies (e.g., Windows, Azure concepts, Active Directory, M365, SharePoint) sufficient to understand and communicate issues.
• Experience using ITSM tools such as ServiceNow or JIRA.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and stakeholders.

Preferred

• Experience in a Microsoft support or enterprise customer environment.
• Exposure to process improvement, operational reporting, or business analysis.
• Experience creating or reviewing SOPs, RCAs, and operational documentation.
• Power BI or reporting exposure is a plus, not required.

What This Role Is Not

• Not a software development role
• Not a solution architecture role
• Not a hands-on engineering or coding position

Education

• Bachelor’s degree in Information Technology, Business, Engineering, or a related field or equivalent practical experience.

MORE ABOUT WIMMER SOLUTIONS

Wimmer Solutions is proud to be an equal-opportunity employer. All applicants will be considered for employment regardless of race, color, religion or belief, age, gender identity, sexual orientation, national origin, parental status, veteran, or disability status. Wimmer Solutions is committed to achieving a diverse employee network through all aspects of the hiring process and we welcome all applicants.

If you are passionate about what you do and want to join a diverse team dedicated to diversity, equity, and inclusion in the workplace, we would love to hear from you. Get the job you have always wanted. You will join a broad team of professionals who are energized about their careers as well as their community. For more career opportunities or to refer a friend, please visit and talk to a recruiter today