About the role

Customer Success Manager responsible for managing client relationships and ensuring satisfaction in an IT service provider. Building strong technical understanding and delivering exceptional service.

Responsibilities

Serve as the primary point of contact for assigned clients, building and maintaining strong relationships to ensure client satisfaction and success.
Understand clients' business objectives and develop a deep understanding of their technical requirements.
Act as a trusted advisor, providing expert guidance and best practices to clients to help them achieve their desired outcomes and maximize the value of our services.
Collaborate with cross-functional teams including sales, support, and technical teams to ensure smooth onboarding, implementation, and ongoing support for clients.
Conduct regular check-ins with clients to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross selling our services.
Monitor client usage and adoption of our services, proactively identifying areas for improvement and making recommendations to enhance their experience.
Provide training and product demonstrations to clients, ensuring they have a comprehensive understanding of our offerings.
Act as an advocate for clients within the organization, communicating their feedback, needs, and requirements to the appropriate teams.
Stay up to date with industry trends and advancements and share knowledge and insights with clients to help them stay ahead of the curve.
Continuously seek opportunities to improve internal processes and contribute to the overall growth and success of the company.

2-5 years of experience in a customer success or account management role, preferably within the IT industry or a Managed Service Provider.
Strong technical background with a solid understanding of IT infrastructure, networks, and systems.
Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
Proven track record of managing client relationships and delivering exceptional customer service.
Ability to understand complex technical concepts and effectively communicate them to both technical and non-technical stakeholders.
Strong problem-solving and analytical skills, with the ability to quickly identify and resolve issues.
Self-motivated and results-oriented, with a demonstrated ability to work independently as well as part of a team.
Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
Bachelor's degree in a relevant field is preferred.

100% remote position
Paid Time Off including paid holidays and float holidays
Bonus potential based on individual and company performance
Highly competitive and flexible medical, dental, and vision benefits plans
401(k) with employer match
Tailored Life and Disability insurance plans
Full reimbursement for approved professional certification and career enriching opportunities