Client Success Manager

Job Summary

The Client Success Manager (CSM) role is pivotal as the primary contact and trusted advisor able to partner with prospects and clients to identify innovative solutions to meet business objectives and goals. The CSM acts as an advocate for their business objectives, able to help them with IT challenges so they can achieve their desired goals. The CSM ensures our clients receive personal attention, support, and are provided with a positive client experience. They are the face of Premier One and support Premier One's strategic goals.

Primary Duties/Responsibilities

Serve as the lead point of contact and client advocate for assigned client accounts

Develop trusted advisor relationships with key accounts and customer stakeholders

Develop understanding of client business objectives, IT priorities, and initiatives

Schedule and meet regularly with assigned clients

Maintain client contracts in coordination with supervisor

Construct, review, and present all SOW, project SOW, and product/service proposals

Provide internal feedback on how to better service our clients

Coordinate with team resources to provide a positive client experience

Ensure the timely and successful delivery of our solutions according to customer needs and objectives

Develop new business with existing clients and identify areas of improvement

Proactively manage day-to-day client needs, reporting progress to managers, and identifying new business opportunities across the client's full range of operations

Assist with challenging client request or issues escalations as needed

Effectively advise and convey technical ideas, issues, and solutions to a technical and non-technical audience

Some travel required as necessary for client support

Primary Systems: ConnectWise, Managed Workplace, BrightGauge, Office 365, ScreenConnect, QuoteWerks, Microsoft Server, Active Directory General Responsibilities

Provide superior client service by resolving problems efficiently and responding quickly

Ability to work independently and in team settings

Ability to work efficiently with attention to details and quality of work produced

Ability to work with myriad of personality types in a congenial and respectful manner

Ability to communicate effectively, both verbally and in writing, with staff, clients, and the community

Ability to establish and maintain working relationships across all levels of Premier One's staff and clients

Ability to effectively work in a high pressure, fast-paced environment and be held accountable for results

Ability to organize, multi-task, plan and set priorities with minimal supervision

Ability to handle sensitive and confidential situations or information with poise, tact and diplomacy

Maintain an attitude of confidence, enthusiasm, and positivity Education, Skills, and Experience

3 years of experience managing client relationships in a professional technical environment

Experience developing, selling, and delivering subscription-based services and software

Experience in a consulting role able to influence and collaborate with executive and C-level decision makers

Experience with technical writing and documentation

Experience in leading business transformation initiatives with the potential to impart business outcomes

Experience in preparing and negotiating recurring revenue contracts

Excellent data, analytics, and insight skills - a strategic thinker with ability to translate into action

Excellent interpersonal skills; ability to develop positive relationships with coworkers, clients and vendors

Excellent customer service skills with internal and external customers - in person and on the telephone Key Performance Indicators

Client Satisfaction - 95% or greater score in annual client satisfaction survey for assigned clients

Conduct quarterly call or in-person meeting with each assigned client to discuss technology roadmap, verify project progress, and find ways to improve service.

Client Retention - Lose zero clients due to negligence, poor performance, or lack of communication on behalf of Premier One Physical Requirements

Must be able to sit and stand for extended periods of time

Hearing and visual acuity within normal range

Ability to communicate clearly and quickly on the phone and via video conference.

Manual dexterity to operate keyboard, calculator, and telephone

Ability to read computer screens, email, and written documentation

Bending, kneeling, stooping, and walking may be required to carry out job responsibilities

Ability to lift up to 50 pounds

Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee(s) holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.