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Client Success Manager

The Client Success Manager is an essential member of the Managed Services Team, working closely with the Manager of Managed Services and Managed Services Engineers in delivering a world-class Client Experience. They are responsible for the day-to-day management of the client relationships and all contractual obligations. The Client Success Manager must be able to build and maintain solid internal and external relationships as well as demonstrate excellent customer service skills. Strong communication skills and excellent problem-solving abilities are a must. The Client Success Manager reports to the Manager of Managed Services.

Primary Responsibilities

Additionally, the Client Success Manager will:

  • Manage client relationships with minimal supervision
  • Ensure project management oversight of on-boarding new managed services clients.
  • Work internally and with the client to resolve business and technical service-related issues.
  • Create Contract Change Orders to support client-requested changes.
  • Create an overall project work plan and manage large-scale technical deployment and infrastructure in a multi-site / geographically diverse technical solution.
  • Manage suppliers' and subcontractors’ deliverables and work output in support of the overall project.
  • Ensure contractual obligations and compliance are met.
  • Monitor customer SLA performance and assist with vendor management of suppliers/subcontractors in support of the project.
  • Create monthly and weekly client-facing reports with program/project status.
  • Manage and track all open issues/system deficiencies and historical project records.
  • Assist with monthly invoice questions/reconciliation as requested by the client.
  • Work closely as a customer advocate to help the client reach their goals.
  • Create and manage a client “Run Book” and Operational Information for each assigned client. Facilitate technical support case review calls with each client.
  • Successfully use internal relationships to maintain and grow revenue opportunities. Maximize revenue by offering additional service offerings.
  • Available on a 24x7 basis to manage customer escalations, routine and emergency maintenance, and incident management
  • Other duties as assigned

Experience and Education Requirements

  • 2+ years of customer/client service experience.
  • Some technical understanding or background, enough to communicate to the customer and engineers (not at the engineering level.)
  • Ability to communicate effectively, present to customer senior leaders and internal management.

Required Skills and Expectations

A qualified candidate should demonstrate excellent customer/client service skills, negotiation abilities, and knowledge of project management techniques. Strong verbal, written and presentation skills are a must, which includes a high level of attention to detail. Some travel will be required to present Client Business Reviews.

  • High Integrity and Loyal
  • Passionate Learner
  • Takes Pride in Doing Quality Work
  • Attention to Detail
  • Sense of Urgency
  • Fast Pace Multi-Tasker
  • Can Work Independently with Little Oversight or Supervision
  • Strong Knowledge of Microsoft Office products

Compensation

Annual On-Target-Earnings: $70,000

Benefit Package

At Solutions II, we understand the importance of benefits and financial compensation! We are proud that many of our employees have been with the company for 10+ years. Our benefits package includes (but is not limited to): 

  • 401k with 2% Matching Company Contribution
  • Medical, Dental, Vision and Life Insurance
  • Health Savings Account
  • Short-Term/Long-Term Disability Insurance
  • Paid Time Off
  • Paid Volunteer Days to Serve a Community Charity of Your Choice
  • Internet and Cell Phone Allowance
  • Paid Four (4) Week Sabbatical for Every Five (5) Years of Service
  • Annual President’s Club Recognition Trip (for Annual Qualifiers) 

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