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Customer Success Manager

5 months ago

Garner, United States WingSwept Full time

WingSwept is seeking a dynamic professional with exceptional communication and relationship building skills to act as the primary liaison between WingSwept and our growing client base. The candidate should have a proven record of leveraging IT knowledge and business acumen to help guide and influence technology decision making in a small or mid-sized organizational setting.

The Customer Success Manager will support the diverse needs of our clients and serve as the primary point of contact for all business relations. The position will require working with clients to determine and understand needs, ensure day-to-day technical support is meeting expectations, and strategic technology direction is aligned with the clients' unique business needs. If you are comfortable wearing a variety of hats, thrive in a fast paced environment, and are comfortable holding conversations with C-level executives, you may be the Customer Success Manager that we are looking for.

The duties of this position can mostly be completed remotely, but there may be some occasional on-site work required. This is a full time position, with excellent benefits, including profit sharing and a fully-vested 401(k) with matching contributions.

The responsibilities of the position may include:

  • Provide strategic network support and account management to a growing list of clients
  • Provide strategic knowledge of business processes and operations to clients
  • Provide options for ways for clients to improve their technology infrastructure
  • Manage client relationships through personal contact
    • Conduct Business Reviews on a scheduled basis
    • Respond to issues, needs, and complaints as they arise
  • Update management on concerns and issues related to technology at client offices
  • Update knowledge base in order to provide continuity among other company personnel
  • Coordinate onboarding of new clients
  • Become involved in the quoting & procurement process for new and existing clients
  • Manage software licenses for clients
  • Manage projects for clients as needed
  • Investigate new technologies for use internally and in client environments
  • Act as a liaison between clients and our technical staff
  • Advocate on behalf of the client's best interest while also balancing WingSwept's business interests
  • Monitor internal and client services for any possible issues and facilitate issue resolution
  • Support group sales efforts to expand the network consulting client list
  • Develop and maintain a comprehensive plan for forecasting quarterly client projects
  • Build and maintain relationships with vendors and support partners
  • Work collaboratively with the Information Security Committee in order to reduce risk to WingSwept and our clients
  • Provide security awareness training to clients
  • Prepare quotes and statements of work for hardware, labor, and services
  • Review client invoices for accuracy
Minimum requirements:
  • Each WingSwept employee is expected to adhere to our core values of being Honest, Eager, Accountable, Respectful, and a Team Player in all their interactions.
  • High school diploma, at least two years of secondary education preferred
  • Must be able to work a full-time 40-hour work week which may include after-hours functions
  • Firm understanding of the configuration of basic networking components and peripherals
  • Able to learn new environments and technologies quickly
  • Excellent verbal and written communication skills for interactions with customers on a daily basis
  • Must have a great attitude and desire to go the extra mile for customers
  • Strong analytical and problem-solving skills
  • Must be highly organized, attentive to detail, and flexible, with the ability to effectively prioritize tasks and balance the needs of multiple clients
  • Must be able to pass a background check and drug test
  • Must have a valid driver's license and reliable transportation
Extra consideration given for the following:
  • Secondary education in business management and/or economics
  • Experience with small business operations management or ownership
  • Experience providing technical support in a business environment
  • Account management experience
  • Exceptional computer and system administration skills on Microsoft based clients and servers
  • Intricate knowledge/experience with PC and server hardware diagnostics, repair, and installation
  • Fundamental understanding of business telecommunication systems
  • CompTIA Network+, A+, Microsoft certifications
  • Experience in project management
If this sounds like a good fit for you, please apply today

Equal Opportunity Employer M/F/Disabled/Veteran