Client Success Manager

Job Title – Client Success Manager
Description:

The Client Success Manager position is a Full-Time, Client-Facing key role in our service delivery offering to our clients. The CSM is considered an executive partner to our client and works directly with client C-Suite to understand their business needs and how technology can help them best achieve these needs. The CSM also works closely with our internal teams to make sure the client is aligned to business standards through Technology Business Reviews and infrastructure improvement projects. The CSM is critical in helping clients mitigate risk and increase productivity.

This position reports directly to the Director of Client Experience. We continue to grow exponentially, and we want to continue to provide our clients with unprecedented, personalized attention and are looking to maintain this high standard as we bring on more clients.
Client Success Manager Job Responsibilities:

- Build and strengthen client relations as the primary point of contact

- Serve as a key point of contact for client decision makers and influencers

- Routinely meet with clients through email, phone, online presentations, screen-share, and in-person meetings

- Liaise between the client and internal teams

- Ensure the timely and successful delivery of our services according to client requirements and objectives

- Review, track and present key account metrics to internal and client teams

- Identify potential in accounts, evaluating additional opportunities for services

- Lead and negotiate renewals of IT and compliance contract terms and conditions; develop and present estimates, and contracts

- Report on customer environment, project status, assist in the development and presentation of strategic and future planning, proposals and recommendations

- Responsible for working with the sales and project teams to onboard and integrate new clients and developing existing client relationships

- Contribute information to sales strategies by evaluating current product results; identifying needs to be filled; monitoring competitive products; analyzing and relaying customer reactions

- Listen to and understand business goals

- Create and communicate technology strategies which align with client business goals

- Provide quarterly Technology Business Reviews and help guide client decisions around IT

- Make data-driven, high-impact recommendations to client decision-makers

- Create annual IT budgets and proposals for client alignment, strategy, and initiatives

- Work with other internal teams to create and update technical standards to reduce client risk and reactive support time

- Generate non-recurring (project) revenue

- Stay up to date with new products and services which may be of value to clients

- Manage internal teams who support the client

Who You Are:

- Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service . We expect you to be of the same mindset.

- Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig.

- Accountability – You are reliable and take responsibility for the tasks assigned to you.

- Excellent written and oral communication skills.

- On occasion, we do require work outside of our standard business hours to accommodate client needs

Experience/Skills Required

- Excellent verbal and written communication skills – including the ability to actively listen to clients and fellow employees and to respond appropriately

- Ability to provide high-value technology consulting to businesses and organizations of varying sizes, verticals, and budgets

- Complete understanding of our technology standards and latest industry standards

- Ability to explain complex technical information in layman’s terms – including our technology standards and the technology strategy recommendations that arise from them

- Understanding of