Customer Sucess Manager

Job Description

Job Description

Description:

The Customer Success Manager (CSM) plays a critical role in ensuring client satisfaction, retention, and growth within our Managed Services portfolio. The CSM is a hybrid role (remote from home and onsite at client locations) responsible for proactively managing a specific set of Sparkhound clients’ IT ecosystems. As the primary escalation point with Sparkhound for the client, the CSM is responsible for ensuring Sparkhound delivers a best-in-class customer experience and meets the needs and requirements of the client at a technical level. In collaboration with the Solution Architect and Director of Managed Services the CSM helps guide the client’s technical roadmap assisting with client initiatives, aligning the clients’ with Sparkhound standards, and providing detailed documentation on the clients’ environment to the Sparkhound team. The CSM is a client facing position and requires a customer focused individual with the ability to provide excellent customer service both remotely and in-person. A successful CSM will maintain a polite, friendly, and helpful demeanor always and operate with a sense of urgency.

ACCEPTABLE PERFORMANCE

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the CSM role. Key aspects of performance include maintaining high client satisfaction levels, evidenced by positive Client Satisfaction Scores (CSAT), ensuring service delivery aligns with Service Level Objectives (SLOs) to maintain high compliance rates, and regularly aligning technology solutions with client business goals. Effective communication, collaboration with clients and team members, along with accurate and timely documentation and reporting, are essential. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

ROLE AND RESPONSIBILITIES

• The CSM is to be the primary account representative to assigned clients
• Assist other Sparkhound resources with paths of escalation and resolution when needed
• Complete regularly scheduled meetings with client points of contact and decision makers
• Manage ongoing client IT initiatives and ensure they are in line with technical strategy
• Complete a technical alignment assessment and audit for each client quarterly or yearly based on customer MRR.
• Complete security and system health audits quarterly
• Complete user audit quarterly
• Act as the project liaison between the client and Sparkhound project team
• Work with Sparkhound Solution Architect to identify needed initiatives, technical deficiencies, and develop client long term technical strategy
• Identify risks and opportunities for improvement and collaborate with internal teams to address gaps.
• Coordinate with technical teams and leadership to resolve complex problems and maintain customer trust.
• Lead the renewal process for managed service contracts, including timeline management, pricing validation, and scope review. • Collaborate with Managed Services leadership team to ensure smooth and accurate renewals.

• Required to travel onsite to clients’ offices or for other business needs up to 15% of the time
• Ability to work remotely from home
• Ability to advocate for clients IT security and system stability
• Proven knowledge and understanding of information technology systems and strategy, information technology security as well as basic understanding of network administration, server virtualization (VMware), Cisco/Meraki controllers, switches, access points, firewalls, and VoIP phone systems
• Understanding of ITSM and ITIL.
• Understanding of Disaster recovery and business continuity planning, including data backup and verification testing
• Self-motivated with the ability to manage time well
• Strong soft skills; good communication, interpersonal, leadership, problem solving, teamwork, and work ethic.
• Must be comfortable working in a fast-paced environment with the ability to manage shifting priorities
• Ability to remain calm in stressful situations
• Valid driver’s license and reliable transportation
• Legally eligible to work in the US
• Clean background and drug screening

EDUCATION AND EXPERIENCE

• BS Degree (Computer Science, Information Systems, or related field preferred), equivalent work experience may be considered
• 5 to 10 years of relevant experience
• Previous experience working with or for an MSP preferred
• Previous experience with ITSM ticketing system(s)
• IT industry certifications from Microsoft preferred
• ITIL Foundation preferred