Technical Client Manager (TCM)

About Our Company - Sweet Relish

Sweet Relish is an omni-channel communication platform serving over 300 automotive dealerships nationwide. We help dealerships improve customer communication through phone calls, text messages, and emails, driving better response times, higher conversion rates, and improved BDC performance.

Position Summary

The Technical Client Manager will own the onboarding and post-onboarding technical relationship for a portfolio of dealership clients. This is a client-facing, technical support and optimization role focused on driving maximum performance from the Sweet Relish platform, ensuring quick issue resolution, and helping clients achieve top-tier results from their BDC operations. You will act as the primary technical point of contact, combining hands-on ticket management, system configuration expertise, performance consulting, and proactive outreach to keep clients running at peak efficiency.

Key Responsibilities

Client Onboarding & Configuration

• Own all onboarding and configuration of new business units, ensuring smooth platform deployment and optimal initial setup
• Establish technical baseline configurations tailored to each client's BDC workflows, inbound call flows and dealership requirements

Technical Support & Issue Resolution

• Manage and own all technical support tickets for an assigned portfolio of client accounts using Monday.com as the primary ticketing and project management system
• Drive fast time-to-resolution and maintain SLA compliance; prioritize, troubleshoot, escalate when needed, and communicate progress clearly to clients
• Maintain detailed documentation of client configurations, custom workflows, and resolution histories

Performance Optimization & Account Management

• Regularly audit and optimize client configurations in Sweet Relish to maximize performance, campaign conversion rates, and overall ROI
• Proactively monitor account health metrics (response times, conversion rates, workflow efficiency, AI performance, campaign ROI) and recommend or implement technical improvements
• Conduct regular performance reviews and check-ins with clients to review performance, gather feedback, resolve latent issues, and provide actionable insights to improve BDC results
• Complete the critical weekly checklist (detailed below) for every assigned account to ensure all system components are functioning optimally

Critical Weekly Checklist

The following checklist represents the core weekly responsibilities critical to client success. Each TCM must complete this review for every assigned account:

• Service and Sales
• Phone lines and call flows working
• CRM integration working (Sales)
• DMS working (Service) 
• Manual imports (on-time)
• TO Configuration
• Agent performance
• Campaign ROI
• Service campaigns
• Sales - BDC Boosts campaigns
• Sales - Sold campaigns
• Fresh lead ROI
• Inbound calls ROI
• AI configuration, AI performance and AI ROI
• Overall BDC ROI

Growth & Revenue Expansion

• Work with the Portfolio Manager to identify upsell and cross-sell opportunities tied to additional features, integrations, or workflow enhancements that will materially improve client outcomes
• Serve as a trusted technical advisor to clients, demonstrating how platform capabilities can solve emerging business challenges

Performance Metrics & Compensation

A monthly performance bonus will be tied directly to:

System Configuration Excellence - Timely onboarding of new clients, optimal configuration setup, proactive optimization of existing accounts, and 100% completion of weekly checklist items

Client Retention - Maintaining 95%+ annual client retention within assigned portfolio

Client Satisfaction - Maintaining high satisfaction scores (Target: [8/10 or higher]) through responsive support and effective issue resolution. Each client receives a monthly satisfaction call from senior management to rate overall service quality on a 1-10 scale (10 = Excellent, 9 = Very Good, 8 = Good, 7 = Satisfactory, 6 or below = Needs Improvement).

What Success Looks Like

• Clients consistently achieve top-quartile performance metrics compared to Sweet Relish benchmarks
• Support tickets are resolved within SLA with high client satisfaction ratings
• Portfolio demonstrates strong retention with minimal churn
• 100% completion of weekly checklist across all assigned accounts, with proactive issue identification and resolution
• Regular identification and communication of upsell opportunities to the Portfolio Manager that drive measurable client value
• Clients view you as a trusted technical advisor and partner in their BDC success