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Customer Success Manager

3 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 #J-18808-Ljbffr