Client Success Manager

2 weeks ago

Houston, United States Rarity Solutions Full time

About Rarity Solutions, LLC.

Rarity Solutions is a Houston-based IT services company specializing in comprehensive IT support and managed services for businesses. They offer a wide range of services designed to optimize and secure IT infrastructures, making technology an asset for their clients. Their key offerings include:

- Managed IT Services: Rarity Solutions provides full-spectrum IT support, acting as the IT department for their clients. Their managed services include network monitoring and management, remote and onsite support, and proactive maintenance to ensure consistent uptime and productivity.
- Cloud Services: The company offers tailored cloud solutions to enhance data accessibility, performance, and security. Their cloud consulting services involve a thorough analysis of IT systems and business needs to identify the best cloud solutions, ensuring a smooth and efficient transition to cloud-based environments.
- IT Consulting: Rarity Solutions offers expert IT consulting services to help businesses build and maintain optimal IT systems. Their consulting focuses on improving business processes, user experience, customer interactions, and security.
- IT Security and Compliance: They provide comprehensive risk assessments and develop security architectures to meet specific business requirements and compliance standards. This includes managing backups, data protection, and disaster recovery plans to ensure business continuity.
- Vendor Management and IT Procurement: Rarity Solutions handles vendor interactions and IT procurement, leveraging their buying power to secure the best pricing and components for their clients. This includes pre-configuring equipment to streamline implementation and reduce downtime.

Role Summary:
As a Client Success Manager, your primary mission is to ensure that our clients are not only satisfied but thrive under our partnership. You will act as the key liaison between Rarity Solutions and our clients, advocating for their interests and ensuring the services we provide align perfectly with their needs. This role is pivotal in fostering long-term relationships, driving client retention, and expanding our engagement through proactive solution designs and strategic account management.

Key Responsibilities:

- Serve as the primary contact for client interactions, ensuring all services provided align with client goals and expectations.
- Manage the renewal processes and negotiate contract terms to ensure continued client satisfaction and retention.
- Collaborate with pre-sales and leadership teams to design and propose future client solutions that meet evolving needs.
- Monitor and manage client profitability and agreement profitability to ensure financial targets are met.
- Advocate vigorously on behalf of clients, ensuring their voices are heard and valued within internal discussions.
- Maintain a high level of self-motivation and autonomy, taking initiative to resolve client issues promptly and efficiently.

Key Performance Indicators (KPIs):

- Client Retention/Churn
- Client Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Client Profitability
- Agreement Profitability
- Frequency of Client Touch Points
- Number of Client Business Review Meetings Conducted
- Monthly Recurring Revenue (MRR) to Quota
- Net Revenue Retention (NRR) to Quota
- Proposal Win Rate

Qualifications:

- Proven experience in client-facing roles within technology or service industries.
- Strong communication skills, both written and verbal, can tailor messages to various audiences.
- Ability to analyze financial data to draw insights and make informed decisions.
- Experience with CRM and lead management software.
- Proficiency in Microsoft Excel and Outlook.
- Strategic Account Management experience.
- Analytical skills with proficiency in data and analytics tools.
- Financial acumen with an understanding of profitability metrics.
- Project management skills in handling multiple stakeholder engagements.
- Technical proficiency in MSP technologies and services.
- Change management skills, especially in technology transitions.

Traits:

- A strong advocate for customer needs with a tactful approach to negotiation and conflict resolution.
- Results-oriented with a consistent track record of achieving performance targets.
- Genuine curiosity about process improvement and an innovative approach to business challenges.
- An empathetic listener and a strategic thinker who values precision and efficiency.
- Proactive problem solver.
- Diplomatic in handling sensitive negotiations.
- Client-centric mindset with a commitment to client success.
- Adaptive communicator skilled in various communication platforms.
- Leadership qualities that inspire trust and confidence.
- Resilient and tenacious under pressure.

Please submit your resume and a cover letter detailing your experience and why you would be the perfect fit for this role.

Pay: $55,000.00 - $65,000.00 per year

**Benefits**:

- Dental insurance
- Heal

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