Client Success Manager

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:

Responsibilities include but are not limited to:

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

2. 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.

3. Service Delivery: Own and champion all service delivery for the region by collaborating with internal teams to ensure the timely and efficient delivery of and services to all clients. Coordinate service requests, track progress, and resolve any issues that may arise. Monitor client service for the region through reporting and collecting feedback from clients. Ensure that service level targets are met and client expectations are consistently exceeded.

4. 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 products and services. Educate clients on new offerings and use advice-based selling techniques to illustrate value to clients.

5. Client Advocacy: Serve as the clients’ advocate within the organization, representing their interests and balancing the needs of all stakeholders. Gather client feedback, communicate it internally, and collaborate with relevant teams to address any concerns or suggestions.

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

7. Industry and Product Knowledge: Stay up to date on industry trends, emerging technologies, and current service offerings. In collaboration with the technical team, provide clients with insights and recommendations to optimize their IT infrastructure and align their business goals with customized, advice-based solutions.

8. 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 in 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 recurring revenue.

· Interpersonal and communication skills in oral and written form working with external and internal clients.

· Experience in the technology industry (not required but a plus).

· Experience or exposure to project management.

· Organized and detail oriented.

· Ability to meet deadlines and impact/influence other team members to do the same.

· Ability to adapt to and embrace change.

· Exceptional with time management and prioritization of tasks and deliverables.

· Proficiency with Microsoft Office suite.

· Familiarity with ConnectWise (not required but a plus).

Typical Working Environment:

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

Hours of Work:

This is a full-time position.

Typical work hours are Monday – Friday 8am to 5pm.

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

PEOPLE . PASSION . COMMITMENT . GRIT . GROWTH