Client Account Manager / Client Success

About the role

Secure Future Tech Solutions is a three-time award-winning Providence Business News Best Places to Work, IT industry leader, specializing in servicing small to medium sized businesses in New England for over 33 years. We are currently seeking a Client Account Manager Rock Star.

Responsibilities

• Develop an IT Roadmap and budget for each client.
• New product, package, and pricing conversions.
• Identify projects for the clients’ growth.
• Execute a QBR for each client with a C-level in attendance; schedule them once per quarter, 1 year out.
• Cross-sell each customer to be on stack, on price and on package.
• Return an additional 60% of MRR in projects across customer base.
• CSAT monitoring, maintenance, and growth.
• Schedule and execute an annual business plan with a granular annual forecast by customer, by month.
• Work with Sales Engineering to assist in generating quotes for clients.
• Aid in onboarding, Roadmap, and budget development.
• Aid in billing and contractual issues, informing client of correct process.
• Provide the client’s point of view to the product development committee.
• Oversee Contract Renewals and oversee contractual terms and conditions.
• Works to grow the client relationship by identifying new business opportunities.
• Proactively addresses issues, concerns and future technology and service needs that support the client's business.
• Contributes to development of company objectives and principles and to achieve goals in creative and effective ways.
• Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Also, able to create formal networks involving coordination among groups.
• Acts independently to determine methods and procedures on new or special assignments.
• Engaging with clients through their product journey and ensuring appropriate experience to increase adoption and retention.
• Renewing and upgrading subscriptions of clients proactively according to customer's current need.
• Conducting exit interviews with churned clients.
• Monitoring client’s ticket history, identifying potential issues in advance and addressing them with the client to keep client satisfaction on a high level.
• Driving the referral program by securing satisfied client reviews and testimonials.
• Developing Case study materials for Sales Executives use.
• Building and maintaining strong relationships with clients to increase client loyalty.

Qualifications

• Minimum bachelor’s degree in business, marketing, and/or technical certification.
• 5+ years of work experience as Customer Success or Client Relationship Manager, SaaS, B2B, with an ability to demonstrate your success.
• Previous experience working in the Information Technology industry (Technical background. Being able to understand the products (Firewall, VPN solutions etc.) you are recommending will help you succeed in this role).
• Client-driven personality, empathetic with emotional intelligence skills.
• Excellent communication, interpersonal, and presentation skills.
• Great relationship-building skills and an ability to adjust to the communication style of the client.
• Analytical skills and attention to detail.
• Passion for internal cooperation and professional development.
• Readiness and enthusiasm to take over additional tasks, when necessary, responsibility and proactive work ethic.
• Business systems analysis skills.
• Excellent documentation, math, organization skills, and proposal-writing abilities.
• Strong computer skills - knowledge of Microsoft Office software; including Word, Excel, Email, Teams, and Client Relationship Management (CRM) software.

Benefits

• Immediate consideration for immediate consideration please email your resume and cover letter to: Lisa Shorr, VP, lshorr@securefuturetech.com
• To learn more about Secure Future Tech Solutions, visit our website: https://www.securefuturetech.com