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Customer Success Specialist

3 months ago

Saint Louis Park, United States Loffler Companies, Inc. Full time
Job DescriptionJob Description

Would you like to work for the best Managed Services Provider (MSP) in the Midwest? Let's talk Loffler has been recognized as CRN's MSP 500 Elite 150 list for Managed Services AND voted Top Places to Work by Star Tribune 13 years in a row

As an IT Customer Success Specialist, you will be responsible for contributing to the overall improvement of Loffler's ITSG solutions, supporting sales initiatives, conducting business reviews, strengthening client relationships, and general account management for clients in an assigned book of business while upselling across our multiple product stacks. This is a face-to-face client relationship role. This is not a quota-carrying position, however, there are quarterly/annual bonuses tied to productivity.

This is a hybrid-remote position that will report to our St. Louis Park, MN office at least 2 days a week.

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

Loffler uses multiple systems to track and deliver IT Solutions to our clients. Timely, accurate, and thorough use of each of these systems is required. Primary systems include ConnectWise Manage and Microsoft Dynamics CRM.

  • Department Operation:
    • Collaborate with internal teams to enhance ITSG solutions.
    • Assist the service review team in refining client meeting templates.
    • Support the improvement of assessment and qualification templates and processes.
    • Analyze workflows and customer interactions to identify areas for process improvement, such as automating routine tasks and improving communication.
    • Manage vendor relationships to stay informed about new features, services, and improvements.
    • Advocate for customer needs and expectations within the organization.
    • Perform other duties as assigned.
  • Sales Support:
    • Support a subset of customers with business reviews, renewals, and identifying sales opportunities.
    • Assist the Customer Success team by gathering data and insights for business reviews, including performance metrics, service utilization, and customer feedback.
    • Help create engaging presentation materials for QBR meetings, showcasing the value and impact of our services.
    • Collaborate with the Customer Success team to identify upsell and cross-sell opportunities, supporting customer retention efforts.
    • Maintain a library of case studies, testimonials, and success stories to support the sales team.

This role is intended to grow into a full Customer Success Manager role. As this transition occurs the following responsibilities for account management will begin to apply:

  • Account Management & Business Reviews:
    • Act as the primary contact for assigned clients, managing client meetings, project planning, and service escalations.
    • Present quotes and Statements of Work (SOWs) to customers, driving opportunities to decision and sign-off.
    • Maintain high customer satisfaction, agreement renewals, and account retention while supporting year-over-year growth.
    • Identify and document additional upgrade and renewal opportunities for IT assets at assigned customers.
    • Serve as an escalation point for unresolved billing issues and manage CRM opportunities for accurate forecasting.
    • Prepare and conduct regular business reviews (monthly, quarterly, and annual) with assigned clients, both in-person and virtually.
    • Prepare and present annual budgets to customers, including renewals, projects, upgrades, and recommendations.
    • Document meeting notes, track follow-up tasks, and coordinate with service teams for review preparation and follow-up.

Qualifications/Requirements:

  • Minimum of two days in office
  • 2 years of previous IT Managed Services experience or related Account Management experience.
  • Fortinet certification (NSE 3 or better), Microsoft Modern Workplace related certification (MS-900 or better), and/or Cyber Security certification (ISC2 CC or better) preferred.
  • Ability to relate well at all levels of the organization building rapport and maintaining collaborative relationships.
  • Aptitude for technology with the ability to learn details about technical solutions.
  • Exceptional written and oral communication skills.
  • CRM or customer data management experience.
  • Skill in strategic planning with an ability to evaluate organizational environments and needs from a broad viewpoint.
  • Strong business acumen.
  • Ability to focus on and adjust priorities while working in a fluid environment.
  • Valid driver's license and clean driving record required.
  • Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.

Why Work for Us?

  • Top Workplace
  • Career Advancement
  • Employer Paid Life Insurance and Disability
  • Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
  • Benefits Package including FSA, Medical, Dental, and Vision
  • 401K with Employer Match
  • Tuition Reimbursement