Client Success Manager- MI Residents only

Red Level - Novi, MI

Full-time - Mid Level

Novi, MI

About the position

The Client Success Manager at Red Level is a pivotal role focused on fostering strong relationships with clients to ensure their success and satisfaction with the company's technology services. This position involves collaborating with various teams to enhance client engagement, drive account growth, and maintain high levels of client retention. The ideal candidate will have a background in managed IT services and a passion for helping clients achieve their business goals through effective technology solutions.

Responsibilities

• Become a trusted advisor to clients and key stakeholders by aligning Red Level offerings to their business strategy and goals.
• Conduct quarterly business reviews.
• Maintain high-level technical knowledge of core Red Level solutions and future service direction.
• Establish a seamless engagement experience for the client throughout their journey with Red Level maximizing their return on investment as a managed client.
• Manage Client Success Activities such as Onboarding, Training, Client Support, Renewals, and Cross-sell/Up-sell.
• Partner with sales & marketing to uncover and develop account expansion opportunities to support ongoing account growth.
• Collaborate with consulting & engineering teams to champion predictable retention outcomes through proactive engagement on product and support related issues.
• Collaborate with sales & marketing to create programs on best practices, influence product/service roadmap discussions, and foster client references.
• Be a Client Success Champion to evangelize client-centricity within Red Level, thereby increasing retention outcomes, client experience and loyalty.
• Responsible for resolving client issues/problems immediately, listening to client feedback and identifying opportunities to adapt/improve product/service offering accordingly.
• Be agile: respond to the needs of your clients with confidence and ease.
• Influence future lifetime value through higher product adoption, client satisfaction and overall health scores.
• Manage and own contending requests across multiple client engagements.

Requirements

• Client success, consulting, or account management experience.
• Understanding of consulting processes (project lifecycle, road map alignment).
• Validated technical background in at least 1 of the following areas: data center infrastructure, desktop deployments, networking, security, system administration; preferably with industry certifications.
• Ability to work with clients in positioning, selling and communicating the value of digital transformation solutions centered on Microsoft technologies.
• Strong attention to detail is necessary.
• Strong ability to lead on site client visits, phone calls and help drive strategic business reviews with the help of a vCIO when needed.
• Excellent communication skills (both verbal and written).
• Demonstrated ability to prioritize competing demands and manage multiple concurrent tasks.

Nice-to-haves

• Enthusiastic and creative personality.
• Strong teamwork and cooperation skills.
• Self-control and initiative to improve job results.
• Flexibility and adaptability to work effectively within various situations.

Benefits

• Base salary and incentive pay program.
• Opportunities for advancement.
• Outstanding, award-winning work culture.
• Business casual dress code.
• Remote and flexible work schedule available.