Client Success Manager at Cyberlogic

PURPOSE OF POSITION:

• The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/ adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client’s specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.

Technical

• Knowledge of Microsoft 365 product and licensing suite, Azure, Networking, Virtualisation, security and general on-premise Infrastructure and IT technical affinity.

Passion

• Using IT to support a client's business objectives, using a combination of technology know-how with a good understanding of the client's business and industry.

Stakeholder Management:

• Ability to comfortably manage relationships on a technical and business level.

Experience

• A proven track record of technology solutions sales in the SME space is desired.

Accountable  

• Client portfolio and business relationship management
• Maintaining and growing revenue in accounts
• Managing commercial risk

Responsible

• Commercial management
• Delivery management
• Client satisfaction

Contribution  

• Peer coaching and mentorship
• Team development and innovation projects

KEY RESPONSIBILITIES:

Client Portfolio Management

• Maintain and build relationships with key client stakeholders
• Collate reporting to share at regular check-ins to align on value-driving metrics
• Proactive client risk and issue management
• Bill of ICT assessments
• Develop deep context of the client landscape and their operating model
• Understand the impact of business trends and emerging technology on our clients and their customers and staff
• Generate value by working with our clients to create innovative solutions to business problems

Demand Management

• Opportunity and pipeline development initiatives
• Drive both client demand and support the sales process
• Develop account plan with the support of the greater Client Success and Delivery team
• Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
• Develop an improvement plan and execution roadmap to augment the client’s IT landscape

Delivery Management

• Project portfolio management across client accounts
• Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
• Manage project quality, milestones, budget, risks and issues
• Build partnerships with internal teams to support effective service delivery
• Manage client expectations and retrospectives following delivery initiatives
• Develop reusable intellectual property and collateral for knowledge sharing

Commercial Management

• Annual SLA renewal planning, negotiation and approval
• Manage commercial risk ensuring contracts are signed and in place timeously
• Project proposal coordination
• Project forecasting and billing
• Project Statement of Work support
• Compliance management of Cyberlogic terms
• Management of profitability of projects and services

Coaching and Mentoring

• Peer coaching and mentoring of teammates
• Development of knowledge assets to share with the team
• Profile the Cyberlogic brand to attract talent and build further client opportunities

CORE COMPETENCIES:

• Adhering to Principles and Values
• Presenting and Communicating Information
• Creating and Innovating
• Delivering Results and Meeting Client Expectations

TECHNICAL COMPETENCIES:

• Sales Proposal Development
• Sales Management
• Contract Management
• Relationship Management

OTHER REQUIREMENTS:

• You will be required to travel to clients. Own vehicle and a valid driver’s license are required.
• To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.