Manager Customer Success

Job Responsibility: This role is pivotal in nurturing our client relationships, enhancing customer satisfaction, and spearheading our customer success initiatives. The Customer Success Manager is at the heart of our client engagement strategy. This role requires a balance of leadership, strategic thinking, and a deep understanding of customer relationship management. The successful candidate will design, implement, and grow to lead a team of customer success professionals focused on optimizing customer engagement, satisfaction, and loyalty. This role involves strategizing customer engagement, improving customer satisfaction, and driving customer retention, supporting client renewals and overall growth. 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.