Sr. Client Success Manager - Managed Services

Responsibilities

• Build trust, long-term relationships, and loyalty with clients across their organizations to develop multiple points of support and sponsorship.
• Owning Net Revenue Retention and Gross Retention outcomes across assigned accounts.
• Maintain accurate forecasts for renewals and expansions, and partner closely with Account Executives to drive attainment of revenue goals.
• Proactively drive customer value by ensuring the achievement of client outcomes, adoption of ivision solutions, and delivery of long-term customer partnerships.
• Develop and execute comprehensive Success Plans for each client, defining clear objectives, success measures, and adoption milestones.
• Provide consultative support to customers by understanding their business needs, offering recommendations, and engaging ivision teams with the right decision-makers.
• Develop and present Executive Business Reviews that deliver business analytics and insights, demonstrating measurable value and identifying opportunities to expand engagement.
• Aid Account Executives with increasing utilization, expansion, and renewals by leveraging your influence, knowledge of the client’s environment, and executive relationships.
• Assist with the timely and efficient execution of internal processes for managed services renewals and expansions.
• Help drive the timely and efficient execution of internal processes for managed services renewals and expansions.
• Understand customers' specific business needs, identify pain points that drive buying decisions, apply knowledge, analytics and engage specialists to develop solutions, and engage with Account Executives to meet those needs.
• Advocate for customers and engage high-level support resources to resolve escalated issues quickly and thoroughly.
• Serve as the client expert within ivision, providing voice-of-the-customer insights that inform future services, solutions, and strategies.
• Maintain awareness and stay informed on changing IT market, software, hardware systems and peripherals applicable to ivision’s business model.
• Promote a positive ivision brand in the community and represent the company at client and industry events.

  Qualifications

  • 5–7 years of experience in Client Success or customer-facing roles within a Managed Services or IT services organization, with direct responsibility for driving retention, renewals, and revenue growth.
  • Demonstrated success managing a portfolio of clients, including renewals and expansions.
  • Exceptional ability to work cross-functionally with clients at multiple levels and with internal teams to deliver customer value and business outcomes.
  • Experience developing and executing Success Plans and managing health metrics across complex technology services engagements.
  • Proven results driving adoption, retention, and profitable growth.
  • Solid understanding of the Client Success discipline, including key metrics, processes, and best practices.