CSM- Customer Success Manager

4 weeks ago

Henrico, United States CruiTek, LLC Full time

CSM- Customer Success Manager
Day Shift
Onsite-Richmond, Virginia
3 Month Contract to Hire
Great Company
Unlimited Growth
Paid Certs when Perm
*True Customer Success Manager role: Experience with IT, MSPs or Solution Firms is a huge plus

The Client Success Manager drives all aspects of the Managed Services customer relationship. The Client Success Manager is also responsible for coordinating the interaction of key customers with the Managed Services team and Service Desk. As such the Client Success Manager is expected to be the primary point of escalation and coordination between the Services organization, Account Manager, and the customer.
Responsibilities

    • Acts as a customer advocate.
    • Results driven and customer focused; "Get things done - Make things happen".
    • Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
    • Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal.
    • Grow existing contract values by cross-selling and up-selling existing contracts.
    • Build a strong relationship with key customer staff, client director team, and Managed Services teams and management.
    • Ensure reports are provided to an agreed schedule or on request, including: incident management, account performance, and service unit billing reports.
    • Leads onboarding activities for new Managed Services customers.
    • Set expectations of service quality, availability, and timeliness with the client.
    • Drives process improvements that increase customer satisfaction.
    • Work with the client and Managed Services teams to identify and manage service improvement activities.
    • Translate and drive prioritization of customer requirements into service and project requests.
    • Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
    • Report, communicate, and update relevant stakeholders on service operations.
    • Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
    • Assist with the development and improvement of the services organization.
    • Leads and manages recurring Technical Assessments.
    • Participates in business reviews with the customer and the sales team.
    • Supports and conducts self in a manner consistent with customer service expectations.
    • Manage Root Cause Analysis and process and participate in Priority events as needed.
    • Be able to onsite 3-4 days per week in Richmond, Virginia.
Qualifications
    • Good understanding of IT Service Management processes and procedures.
    • Good understanding of IT Project Management principles and techniques.
    • Good ability to manage change and engage team members.
    • Good ability to provide direction and leadership to others.
    • Good facilitation and communication skills.
    • Excellent presentation skills.
    • Ability to manage and escalate client issues.
    • Ability to react and adjust priorities of tasks.
    • Comfortable in communicating and interacting with C-level customer stakeholders.
    • Proficient in MS Office:
    • MS Word - must be able to create and modify documents.
    • MS Excel - create and modify pivot tables, manipulate data, create charts and graphs.
    • MS Power Point - create and modify presentations.
    • 2-4 years of relevant IT Service Account Management experience.
    • ITIL Foundation Certification desired.
    • PMI Project Management Professional (PMP) certification is a plus.
    • ServiceNow experience is a plus.

  • Customer Service Representative

    7 days ago

    Henrico, United States MGN Foundation Full time $35,000 - $50,000

    Job DescriptionJob DescriptionJob Purpose:Attract and serve customers by providing detailed product and service information through community outreach and marketing promotions. Interested in management but lacking experience? This role offers the opportunity to get involved with our management training program!Customer Service Representative Job...

  • Customer Service Representative

    1 day ago

    Henrico, United States MGN Foundation Full time

    Job DescriptionJob DescriptionJob Purpose:Attract and serve customers by providing detailed product and service information through community outreach and marketing promotions. Interested in management but lacking experience? This role offers the opportunity to get involved with our management training program!Customer Service Representative Job...

  • Verizon Customer Service Representative

    3 months ago

    Henrico, United States A&H Management Full time

    The Verizon Customer Service Representative is responsible for directly engaging with customers to communicate information regarding available products and services, answering and addressing specific inquiries and concerns, and assisting in the sign-up or enrollment process. As the Verizon Customer Service Representative, you must be proficient in building...

  • Customer Experience Associate

    2 months ago

    Henrico, United States Hertz Full time

    Job Description The Customer Experience Specialist provides customer service that is above and beyond for customer satisfaction and retention creating a culture of empowerment for employees to provide excellent customer service. Responsible for first contact resolution and the customer interaction experience within the location. Immediately handles and...

  • Customer Service Representative

    2 months ago

    Henrico, United States Vector Security, Inc. Full time

    Job DescriptionJob DescriptionAt Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as an Operations Coordinator!We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do...

  • Customer Service Representative

    1 month ago

    Henrico, United States Equalizer Solutions Full time

    Job DescriptionJob DescriptionEqualizer Solutions is a marketing and consulting firm, specializing in the hands-on approach needed to not only gain customers, but create long-term bonds. We are looking for like-minded, goal oriented, team players who are looking to grow with a team! As this is an Entry-Level role you will be fully trained in all areas to...

  • Licensed Insurance Customer Service

    1 month ago

    Henrico, United States Ray Garfinkel - State Farm Agency Full time

    Job DescriptionJob DescriptionPosition OverviewSuccessful State Farm Agent is seeking a qualified professional to join their winning team for the role of Licensed Insurance Customer Service / Sales Representative - State Farm Agent Team Member. Must have a Property and Casualty license prior to start date. We seek an licensed energetic professional...

  • Claims Manager

    3 months ago

    Henrico, United States Allianz Partners Full time

    SUMMARY Responsible for department management to ensure customers receive the highest customer service by providing timely and accurate claims service. Proactively identify, develop and execute customer focused solutions to enhance the customer experience. JOB FUNCTIONS Regular, predictable, reliable attendance is an essential function of this position. Key...

  • Licensed Insurance Customer Service

    1 month ago

    Henrico, United States Ray Garfinkel - State Farm Agency Full time

    Job DescriptionJob DescriptionPosition OverviewSuccessful State Farm Agent is seeking a qualified professional to join their winning team for the role of Licensed Insurance Customer Service / Sales Representative - State Farm Agent Team Member. Must have a Property and Casualty license prior to start date. We seek an licensed energetic professional...

  • Customer Relations Trainee

    2 weeks ago

    Henrico, United States A&H Management Full time

    Do you love interacting with people? Do you strive to provide unmatched customer service? If you answered yes, then our Customer Relations Trainee role might be for you! A&H Management is a top-rated sales and marketing agency in the Richmond area. We take pride in representing top global brands in telecommunications, renewable energy, home improvement, and...

  • Customer Service Representative

    3 weeks ago

    Henrico, United States A&H Management Full time

    Are you tired of having the same routine every day? Are you looking for a dynamic, fun-filled business environment? Do you find joy in interacting with people? Are you looking for a growth opportunity? If your answer is yes, then our Customer Service Representative position might be what you are looking for! A&H Management is a small, but mighty marketing...

  • Customer Service Representative

    2 weeks ago

    Henrico, United States SRS Distribution Full time

    The Customer Service Associate will assist our walk-in customers directly, coordinate closely with our outside sales force, drivers and warehouse personnel to meet our customers' needs in a timely and efficient manner. The Customer Service Associate will provide counter sales, phone assistance, and other help to our customers. Be instrumental in building our...

  • Customer Service Representative

    3 months ago

    Henrico, United States A&H Management Full time

    Are you tired of having the same routine every day? Are you looking for a dynamic, fun-filled business environment? Do you find joy in interacting with people? Are you looking for a growth opportunity? If your answer is yes, then our Customer Service Representative position might be what you are looking for! A&H Management is a small, but mighty marketing...

  • Customer Service Specialist

    1 week ago

    Henrico, United States LHH Recruitment Solutions Full time

    Job OverviewPosition: Customer Service SpecialistLocation: Richmond, VA - ON SITESchedule: Monday-Friday, 8:00 AM - 5:00 PMEmployment Type: Contract to Hire, 90 daysSummary:LHH Recruitment Solutions is in search of four motivated Customer Service Specialists to support our client's operations in Richmond, VA. In this capacity, you will serve as a primary...

  • Customer Service Consultant

    3 months ago

    Henrico, United States CarMax Full time

    7975 - Richmond CEC - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238 CarMax, the way your career should be! Provide an iconic customer experience As a Customer Experience Consultant, you will be the vital link between a customer's at-home and in-store CarMax experience, providing a simple and seamless process. You will respond to sales leads and...

  • Customer Service

    3 weeks ago

    Henrico, United States Deep Run Roadhouse Pearl's Bake Shoppe Part time $16 - $20

    Job DescriptionJob DescriptionBenefits:401(k)401(k) matchingCompany partiesCompetitive salaryDental insuranceEmployee discountsFlexible scheduleFree food & snacksFree uniformsHealth insuranceOpportunity for advancementPaid time offTraining & developmentVision insuranceDeep Run Roadhouse is now hiring a Part Time Customer Service Associate.We are located at...

  • Customer Service Representative

    2 weeks ago

    Henrico, United States SRS Building Products - Henrico Full time

    Job DescriptionThe Customer Service Associate will assist our walk-in customers directly, coordinate closely with our outside sales force, drivers and warehouse personnel to meet our customers’ needs in a timely and efficient manner. The Customer Service Associate will provide counter sales, phone assistance, and other help to our customers. Be...

  • Customer Service Representative

    2 weeks ago

    Henrico, United States SRS Building Products - Henrico Full time

    The Customer Service Associate will assist our walk-in customers directly, coordinate closely with our outside sales force, drivers and warehouse personnel to meet our customers’ needs in a timely and efficient manner. The Customer Service Associate will provide counter sales, phone assistance, and other help to our customers. Be instrumental in building...

  • District Manager

    2 months ago

    Henrico, United States Easy Step Enterprises LLC Full time

    Job DescriptionJob DescriptionDescription:Who We Are:Easy Step Enterprises is a rapidly expanding, top-performing franchisee of The Good Feet Store, America’s #1 Arch Support Store. We have 30 locations operating in North Carolina, Virginia, DC, Maryland, Tennessee, Alabama, and Ohio with plans to open 20 more locations over the next 4-5 years. We are...

  • Customer Service Associate

    1 month ago

    Henrico, United States Strange's Florists, Greenhouses and Garden Centers Full time

    Job DescriptionJob DescriptionStrange’s has position openings for floral customer service associates at the Mechanicsville locations. The Floral Customer Service Associate is responsible for maintaining outstanding customer service per company standards and receiving/processing sales efficiently through POS systems. The essential candidate has outstanding...