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Client Success Manager
2 weeks ago
**Summary**:
As a Client Success Manager at 365 Technologies, your mission is to strengthen and grow our relationships with our existing managed services clients. Through semi-annual Technology Business Review (TBR) meetings, regular communication and leveraging internal 365 resources your sole purpose will be to ensure the success of our clients, leveraging technology to enable their businesses.
The Client Success Manager role requires a high level of professionalism and comfort interacting face-to-face with executives and decision makers. You must be able to quickly develop rapport, listen for action items and opportunities, and be diligent in following up in a timely fashion. Attention to detail and exceptional communication skills are required.
We are a fun, fast-paced, locally owned IT services provider, consistently recognized for our high quality of service.
**Essential duties and responsibilities**
- Own the overall relationship with assigned clients, which includes: satisfaction, ensuring retention, and expanding their services with 365.
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value from our products and services
- Prepare Technology Business Review (TBR) documents in anticipation of scheduled TBR Meetings.
- Schedule and hold semi-annual TBR meetings with all managed services clients
- Prepare Post-TBR Meeting Reports, assign action items and follow up
- Develop and track regular client communication / check-ins
- Schedule, prepare, and chair New Client Kick-Off meetings
- Follow up on and close open project opportunities with existing clients according to project pipeline
- Advocate for client needs/issues cross-departmentally. Liaise with Purchasing Manager, Service Coordinator, Technical Team and VP of Operations as needed to address client requests or uncover new opportunities.
- Attend internal service and project meetings to update teams on client changes / requirements / feedback
- Identify & leverage opportunities to deepen 365’s client relationships through cross-selling, upselling, and education.
**Qualifications**
Education and/or Experience - Business-related diploma or degree; or five years related experience and/or training; or equivalent combination of education and experience. Must have experience and ability to be self-driven and accountable and achieve stated results; Must set the example for organizational values in daily practice. Must have demonstrated consultative sales skills.
Reasoning Ability - Ability to make decisions quickly when needed; Ability to analyze a set of data and see patterns; Ability to maintain focus on long term results and break items down into logical short-term steps
Organizational Skills - Excels at multi-tasking and operating in a fast paced and diverse environment. Needs to be very detailed oriented and focused on quality.
