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Customer Success Manager

2 months ago

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The Customer Success Manager is responsible for overseeing the process of client engagement through the constant support and direction provided to the client to achieve the best results and increase the value of the services provided to the client. You will establish yourself as a credible authority in IT management and possess the ability to speak tactically and strategically. Consistently demonstrates "Can do, Will do" attitude.

ROLE AND RESPONSIBILITIES

  • Establish and maintain customer relationships.
  • Develop and maintain each client's IT Road Map in consideration of the client's IT budget and agreed-to strategy.
  • Assist in the execution of the IT services management plan.
  • Prepare and execute quarterly and annual review meetings with clients to review current service levels in addition to proposing new services as needed.
  • Provide training and support when required.
  • Collect feedback to effectively communicate our successes and opportunities to improve.
  • Stay up to date on new offerings developed by Service Strategy and Design.
  • Maintain regular contact with client point of contact to ensure relationship expectations are met.
  • Perform "check-ins" with clients during project execution phase to ensure client satisfaction.
  • Represent the company at various events as needed.
  • Prepare and present quotes to clients for mutually agreed procurement and/or projects.
SKILLS AND QUALIFICATIONS
  • Impeccable customer service skills
  • Must have strong communication skills
  • Knowledge of best practices in customer service and IT
  • Strong written and verbal skills
  • Strong aptitude for technology

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Bachelor's degree preferred but experience in customer service is required.

Additional Notes

Education, Certifications or Experience are all preferred but not required for consideration.

The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

EOE, including disability/veterans