Customer Success Manager

Job Description

Job Description

The Customer Success Manager serves as a strategic advisor to clients, ensuring maximum value from IT services while driving client satisfaction and retention. This role combines technical knowledge, relationship management, and strategic planning to deliver exceptional client outcomes.

Key Responsibilities:

Strategic Client Management:

• Develop and maintain client IT roadmaps aligned with business objectives and budgets
• Lead quarterly and annual business reviews with key stakeholders
• Monitor and optimize service delivery effectiveness
• Identify opportunities for service expansion and improvement
• Drive adoption of new technologies and solutions

Relationship Management:

• Build and maintain strong relationships with client stakeholders
• Conduct regular check-ins to ensure client satisfaction
• Manage client expectations and communications
• Serve as primary point of escalation for client concerns
• Represent company at industry events and client functions

Service Delivery:

• Oversee implementation of IT service management plans
• Monitor service level agreements and performance metrics
• Coordinate with technical teams on service delivery
• Provide guidance on best practices and process improvements
• Ensure proper documentation of client requirements

Business Development:

• Identify and pursue expansion opportunities within accounts
• Prepare and present service proposals and quotes
• Collaborate with sales team on growth initiatives
• Track and report on account metrics and KPIs
• Drive client retention and service adoption

Required Qualifications:

• Bachelor's degree in Business, IT, or related field (preferred)
• 3+ years experience in customer success or account management
• 2+ years working in IT services industry
• Strong understanding of IT services and solutions
• Excellent presentation and communication skills
• Experience with client relationship management

Skills and Competencies:

• Strategic thinking and planning
• Strong technical aptitude
• Executive presentation abilities
• Project management skills
• Financial acumen
• Problem-solving capabilities
• Relationship building

Technical Knowledge:

• IT service management
• Cloud technologies
• Security solutions
• Infrastructure management
• Business applications
• Industry best practices
• Service delivery frameworks

Additional Responsibilities:

• Maintain current knowledge of technology trends
• Support marketing initiatives with client success stories
• Participate in service development initiatives
• Mentor junior team members
• Consistently demonstrates “Can Do, Will Do!” attitude
• Other duties as assigned

Success Metrics:

• Revenue growth within accounts
• Client retention rate
• Customer satisfaction scores
• Service adoption rates
• Revenue growth within accounts
• Project satisfaction ratings
• Business review completion
• Client engagement levels

Travel - some local travel to customer sites.

Predominantly operates in an office environment. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of heavy networking equipment.

Must be able to perform extensive standing, driving, walking, and climbing; to lift up to 50lbs. regularly; to manipulate up to 100 lbs. with assistance, to transport and stock assigned supplies and materials; to pick-up from vendors and deliver stock and materials to customers upon request, to wear personal protective equipment. Must be able to bend, stoop, and climb to reach materials (must be able to climb a step ladder at approximately ten feet in height and to work from a lift up to twenty feet in height)

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.