Customer Success Manager

Key Responsibilities

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

Work Environment

• Maintains 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

Benefits

• Total compensation package 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.