Client Success Manager

Role Description:

As a Client Success Manager (CSM) you will be responsible for building and maintaining strong relationships with Executech's clients. The primary goal of a CSM is to ensure client satisfaction, retention, and successful outcomes by understanding the client's needs, managing expectations, and delivering exceptional service. Your role includes effective communication, strategic account management, and sustainable business growth through upsell opportunities.

Responsibilities include but are not limited to:

• Client Relationship Management: Develop and nurture positive relationships with clients, acting as their primary point of contact. Understand the client's business goals, challenges, and requirements to effectively align our services with their needs.

• Account Management: Proactively manage client accounts by regularly communicating with clients, conducting technical business reviews, and identifying opportunities to add value. Monitor client satisfaction levels, address concerns, and provide solutions to enhance their experience.

• Service Delivery: Collaborate with internal teams to ensure the timely and efficient delivery of MSP services to clients. Coordinate service requests, track progress, and resolve any issues that may arise. Ensure that service level targets are met, and client expectations are consistently exceeded.

• Upselling and Cross-selling: Identify opportunities to expand the scope of services offered to clients and work closely with the technical team to upsell or cross-sell additional services. Educate clients on new offerings and explain how they can benefit their business.

• Client Advocacy: Serve as the client's advocate within the organization, representing their interests and needs. Gather client feedback, communicate it internally, and collaborate with relevant teams to address any concerns or suggestions.

• Renewals and Contract Negotiation: Proactively manage contract renewals and negotiate terms and pricing with clients. Collaborate with the technical team to ensure a high client retention rate and secure long-term partnerships.

• Industry and Product Knowledge: Stay up to date on industry trends, emerging technologies, and the MSP's service offerings. Provide clients with insights and recommendations to optimize their IT infrastructure and align their business goals with MSP solutions.

• Metrics and Reporting: Track and analyze key performance indicators (KPIs) related to client satisfaction, retention, and revenue growth. Generate regular reports and present findings to internal stakeholders and clients to demonstrate value and identify areas for improvement.

Knowledge, Skills, and Qualifications:

• A bachelor's degree in a relevant field such as business administration, communications, computer science, information technology, or equivalent IT working experience.

• Technical Knowledge - familiarity with basic IT and networking (not required but a plus).

• Experience managing a Book of Business where you are responsible for maintaining client re-occurring revenue.

• Genuinely enjoy working with people and possess a strong desire to see clients' businesses succeed.

• Interpersonal and Communication skills in oral and written form working with external and internal clients demonstrating a Dynamic, Engaging, and Decisive Personality.

• Demonstrated situational awareness - ability to "read the room" and decern the next type and level of engagement.

• Industry experience (not required but a plus)

• Project Management

• Organization; Detail-Oriented

• Adaptability and Problem-Solving - exhibit "Extreme Ownership"

• Time Management skills - weekly planning (calendaring) and prioritizing tasks, and deliverables.

• Microsoft Office Suite proficiency

• ConnectWise familiarity (not required but a plus)

Typical Working Environment:

A combination of work from home, work from office, and work on-site at client offices.

Office in a temperature-controlled environment. Low to Moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue.

Equipment/Tools used:

• Computer

• Cell phone

• Multi-function printer/scanner

Physical Demands:

Regularly talk, hear, sit, use computer/peripherals, and drive.

Hours of Work:

This is a full-time position.

Typical work hours are Monday - Friday 8:00 am to 5:00 pm.

Hours may vary to meet the needs of clients and business operations. This may include days, evenings, nights, weekends, and holidays.

The above statements are intended to describe the general nature and level of work being performed by those assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. Management reserves the right to reassign and alter the job description as dictated by business necessity and evaluate reasonable accommodations.