Technical Client Success Manager

3 weeks ago

Alpharetta, United States Medicus IT Full time
Job DescriptionJob Description

Medicus Client Success Managers (CSMs) are our customers’ trusted advisors. They provide a voice, support, guidance, and knowledge resources to help our customers achieve their business objectives and improve patient care through effective use of our products and services. Our CSMs create and implement client strategies that work, resulting in high customer satisfaction and retention. Extensive product knowledge, problem-solving skills, and the ability to develop trusted relationships make our CSMs the best in the business.

Our CSMs coordinate with internal teams to help facilitate strategic solutions and coordinate with client organizations to make sure we are aligned and supporting their needs. We help customers understand their entire technology portfolio and how it impacts their daily lives and offer solutions to solve technology gaps and inefficiencies. Our CSMs are truly advocates for the customer.

If you have 2+ years of experience in a CSM role, especially in an MSP environment, technology, or a health care setting, come talk to us about joining the team

 Essential Role and Responsibilities:  

  • Consultative Selling: Qualifies potential matches for Medicus Managed and Professional Services; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; Presents solutions that meet customer objectives; Manages and documents Quarterly Business Review process. 
  • Provides prospect/client guidance through short- and long-term strategic planning; continuously being mindful of where Medicus IT may make a contribution to the client’s long-term business success. 
  • Client Service: Maintains calm, pleasant, respectful attitude, displays empathy and courtesy; Resolves difficult or emotional situations; Delivers promptly on commitments; Takes responsibility for resolving customer issues; Submits client feedback to improve service. 
  • Identifies at-risk client relationships and leads the team to correcting any identified. 
    issues. 
  • Sets and manage potential clients’ expectations, and convincingly oversee the delivery of comprehensive proposals that provide ROI and to show payback justification. 
  • Ensures that clients are so satisfied that they readily agree to be strong, positive references for future clients. Proactively develop client testimonials. 
  • Build, foster, maintain and fortify strong, positive relationships with all participants during all phases of new and ongoing projects to ensure client 
    satisfaction. This includes all Medicus IT partners and all third-party service providers. 
  • Maintain overall coordination during multiple project implementations. Oversee the construction and execution of detailed client approved project plans. 
  • Serve as communication interface between the client, the sales team, services teams, and any other involved. 
  • When our primary contact changes, onboard the new person like a new client 
  • Works with Service Delivery Leadership to compile QBR reviews and applies judgement and industry knowledge to prioritize recommendations. 

Job Requirements:

  • MSP specific experience strongly desired (ConnectWise experience preferred). 
  • A four-year degree from an accredited college or university is required. Certification from recognized project management institutions is preferred. 
  • 5+ years in an IT Business related role working with C-Level and IT Management. 
  • Communications - Verbal: Listens and repeats back for clarification; Communicates in understanding manner; Adapts tone and style to 
    individual; Communicates clearly with all audiences; Demonstrates effective presentation skills; Presents persuasively when appropriate. 
  • Communications- Written: Writes in an understandable manner; Communicates clearly and efficiently; Adapts writing style to audience; 
    Checks work for spelling and grammar; Incorporates numerical data effectively; Formats documents for quick review. 
  • Business Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. 
  • Negotiation Skills: Clarifies interests and positions of all parties; Adjusts tactics to achieve desired results; Manages conflict, manipulation, and strong emotions; Develops alternative options for mutual gain; Builds consensus through give and take; Maintain knowledge of solution pricing policies and sales initiatives. 
  • Demonstrated Sales Skills: Achieves sales goals; Overcomes objections with persuasion and persistence; Maintains customer satisfaction; Maintains records and promptly submits information; Displays tenacity with the ability to handle rejection. 
  • Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit. 
  • Time Management: Plans how to achieve key priorities weekly; Reviews results of time plans weekly; Schedules time realistically; Achieves key priorities daily; Balances personal and professional objectives. 
  • Relationship builder: Builds ongoing business relationships with prospective clients and with new and established clients based upon personal integrity and achieving proposal goals. 
  • Motivator: Leads by example with a positive, achiever attitude resulting in results-rich, enjoyable client, manager, and staff work environments. 
  • Leadership: Mentors

In addition to being a best company to work for, Medicus IT offers incredible benefits that go unmatched

  • 401k with Company Match
  • Annual Bonus Plan
  • Medical, Vision & Dental Insurance
  • Short-Term & Long-Term Disability Insurance
  • Basic Life Insurance
  • Accidental Death & Dismemberment (AD&D) Insurance
  • Optional Supplemental Insurance
  • Paid Holidays
  • 14 days PTO (Including Birthday PTO)
  • Fully Customized Development/Growth Plans
  • Certification Reimbursements
  • Monthly employee appreciation events
  • Fully stocked breakroom

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