Client Success Manager

6 days ago

Whitby, Canada Conpute Full time

**Summary**:
**Essential Duties and Responsibilities**:

- **Client Relationship Management**: Build and maintain strong relationships with assigned clients. Act as the primary point of contact, addressing inquiries, resolving issues, and ensuring client satisfaction.
- **Account Management**: Conduct regular, quarterly business reviews to assess performance, identify areas for improvement, and upsell/cross-sell additional services.
- **Onboarding**: Manage the onboarding process for new clients, ensuring a smooth transition onto our managed services platform.
- **Sales Support**: Leverage client interactions to identify and pursue new sales opportunities. Assist with sales action plans to meet revenue targets by increasing revenue per customer and identifying new business opportunities. Prepare proposals and quotes.
- **Communication**: Clearly and effectively communicate client needs and feedback internally, acting as the “voice of the customer.”
- **Documentation**: Maintain accurate and up-to-date records of client interactions, service requests, and environmental changes.
- **Process Improvement**: Continuously seek ways to streamline service delivery and enhance the client experience.
- **Business Awareness**: Has knowledge of the clients and how IT relates to their business strategy, goals and revenue generation.

**Qualifications**:

- Bachelor's degree in a related field (IT, Business Administration, etc.) or equivalent experience.
- Experience in a client-facing role within the IT managed services industry preferred.
- Proven ability to manage multiple accounts simultaneously and prioritize tasks effectively.
- Excellent communication (written and verbal), interpersonal, and problem-solving skills.
- Strong understanding of IT solutions and managed services models.
- Ability to identify and pursue sales opportunities; experience closing deals preferred.
- Proficient in using CRM, PSA and other relevant software.
- Demonstrated ability to work both independently and as part of a team.
- Continuous professional development through industry certifications.

**Competencies**:

- Strong customer service skills and professional demeanor.
- High level of organization and attention to detail.
- Enthusiastic and dedicated to the challenges of a growing company and client base.
- Excellent follow-through to see tasks through completion.
- Self-starter with the ability to perform independently and proactively identify opportunities.
- Empathy and a client-centric approach.
- Business acumen and understanding of how IT supports business goals

**Job Types**: Full-time, Permanent

Pay: $40,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Whitby, ON L1N 2C3

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