Customer Success Manager at Solid Systems

Job Description

As the Customer Success Manager, your role is pivotal in ensuring exceptional service for our clients by bridging the gap between them and our Technical Team.  

Your primary objective is to understand our clients' business needs, tailor our services accordingly, and act as an advocate to ensure retention through excellent service delivery.   

By ensuring a seamless integration of our services into our client's operations, you will assist to enhance their technological capabilities, security, and overall business performance. 

Key Responsibilities: 

• Client Relationship Management: Cultivate and sustain strong client relationships from onboarding to offboarding, serving as their primary contact and fostering continued business. 
• Account Management: Manage client accounts to ensure alignment between billed and supported services, promptly addressing discrepancies and facilitating account renewals and updates using our Account Management Life Cycle.  
• Project Management: Administer project-related tasks, managing client issues, escalations and ensuring project completion internally. 
• Issue Resolution: Facilitate the swift resolution of escalations or complaints, minimizing disruptions to client operations by collaborating closely with the technical team. 
• Service Satisfaction and Retention: Monitor and maintain client satisfaction through our Customer Thermometer, promptly addressing potential churn risks, and identifying opportunities for service delivery improvement. 
• Service Trend Analysis: Track and report on client satisfaction surveys and ticket performance monthly, highlighting successes and failures, providing insights for effective service delivery. 
• Client Advocacy: Advocate for client needs within the company, addressing feedback and collaborating with internal teams to improve service delivery. 
• Technology Advisory: Monitor and evaluate the performance of implemented solutions and services; collaborate with the Technical Team to advise clients on roadmaps for suitable IT solutions, ensuring they align with client goals and industry standards.  
• Administration and Reporting: Manage all client account activity in the Professional Services Automation (PSA) system to maintain up to date records of client interactions and services that will inform decision making.   
• Customer Training and Education: Provide ongoing training and education on our services and emerging technologies to empower clients to optimally use our products and services.  
• Collaboration with Sales and Marketing: Work with the sales and marketing team to identify opportunities for upselling and cross-selling, ensuring clients are informed about our full range of services. 
• Continuous Improvement: Continuously seek feedback from clients and internal stakeholders to identify areas of improvement to refine services and enhance the overall client experience. 

Requirements

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.  
• Proven experience as a Customer Success Manager, Technical Account Manager, Customer Relations Manager, or similar role within the MSP environment.   
• Strong technical background and aptitude with a solid understanding of IT support, cybersecurity, and cloud services, particularly within the Microsoft ecosystem.  
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.  
• Strategic thinker with the ability to translate business needs into technical solutions and retention strategies.  
• Strong time management skills with the ability to work independently as well as function well in a team environment. 
• Results oriented person with the ability to focus on achieving measurable outcomes and delivering value to clients.   
• Ability to take ownership and accountability of client accounts, ensuring that commitments are met, deadlines are adhered to and expectations are met.  
• Ability to manage multiple accounts and projects simultaneously, ensuring timely delivery, client satisfaction, and retention.  
• Commitment to our purpose of strengthening human connections and making a positive impact in people's lives.