Manager Customer Success
7 months ago
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**Key Responsibilities:
**Maintain & Elevate Client Relations**:Act as the pivotal contact for a specified group of active clients, fostering strong, beneficial relationships that are built to last. Partner closely with a designated virtual technology strategy advisor to deliver strategic insights, including the crafting of yearly Managed Services roadmaps that support client business goals.
- **Integrated Customer Experience Management**: Liaise with various team units, such as Technical Support, Advanced Resolution Teams, Cybersecurity Operations, and Project Implementation, to ensure clients receive a unified and exceptional service experience across all touchpoints.
Engage with technical and sales teams to comprehend client-specific technical issues, collaborating on the development and sale of tailored solutions that directly address these concerns.
- **Ownership of Client Communications**: Ownership of all client facing documentation, communication and reporting.
- **Oversight of Agreements, **Contracts and License Renewals: Administer and monitor client agreements and service contracts, managing timely updates, renewals, and adjustments in terms and pricing as necessary.
- **Comprehensive Tracking & Updates**: Keep client interactions, opportunities, sales engagement, and communications fully updated in the services platform, ensuring a holistic view of each client relationship.
- **Technology Solutions Knowledge**: Stay ahead with the latest offerings in business technology for the mid-market segment, especially focusing on comprehensive tech solutions and their pricing models.
- **Direct Point for Service and Billing Resolutions**: Serve as the immediate contact for resolving any issues related to services or billing encountered by clients, ensuring swift and satisfactory resolution.
- **KPIs**:
Customer retention and renewal rates.
- Client roadmap delivery and execution.
- Team performance in achieving customer success goals. Customer satisfaction and feedback scores.
- **Critical Success Factors:
- Strong leadership and team development skills.
- Deep understanding of customer relationship management. Strategic thinking in customer engagement and growth.
- **Experience Requirements:
- Minimum of 5 years experience in customer success, customer service, technical or account management roles within the IT, Managed Services, or related industries.
- Proven track record of managing and scaling customer success teams to achieve exceptional customer satisfaction and retention rates.
- Experience with CRM systems: Familiarity with customer relationship management software and tools is essential for managing customer interactions and data analysis.
- Strategic Planning and Execution: Demonstrated ability to develop and implement successful customer success strategies and initiatives that drive customer engagement and growth.
- Customer Feedback and Resolution: Experience in handling customer escalations, feedback, and turning customer insights into actionable improvement strategies.
- Cross-Functional Collaboration: History of working closely with sales, marketing, IT, and operations teams to ensure a seamless customer experience and to identify opportunities for customer growth and retention.
- Data-Driven Decision Making: Strong analytical skills with experience in measuring and improving customer success metrics and KPIs. Leadership and Development: Experience in hiring, training, and mentoring customer success professionals, with a focus on building a high-performance team culture.
- **Preferred Qualifications:
- Certifications or advanced training in customer success management, project management, or related fields.
- Experience in the managed services provider (MSP) sector or a similar fast-paced tech environment.
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