Client Success Manager

$56,160 - $83,200/Yr

Fuse3 - Fair Oaks, CA

Full-time - Mid Level

Fair Oaks, CA

Professional, Scientific, and Technical Services

About the position

FUSE3 is a Managed Service Provider located in the Sacramento region, dedicated to solving problems for small to mid-size businesses. We are currently seeking a Client Success Manager (CSM) who will play a crucial role in ensuring that our clients derive maximum value from their investment in our services. The CSM will be responsible for managing client expectations and delivering the highest level of service quality. This position involves driving additional revenue and profit through upselling products and services to both existing and new clients. The Client Success Manager will develop strong relationships with key personnel at targeted managed accounts, creating a technology roadmap that aligns with their business goals. This role requires regular communication with clients, both in person and via phone, to identify and develop profitable opportunities. The CSM will also schedule and follow the FUSE3 Quarterly Business Review (QBR) and virtual Chief Information Officer (vCIO) processes, ensuring that client experiences are thoroughly troubleshot and quality assured. In addition to client management, the CSM will attend events to promote the FUSE3 brand and value proposition, work closely with the Business Development Representative to foster a Sales CSM culture, and manage the transition of new clients to account management. The CSM will also collaborate with the client's team lead to review needs and design solutions, participate in strategic initiatives with FUSE3 management, and maintain communication with clients regarding incident progress and changes. The role requires a proactive approach to maintaining high levels of client satisfaction, managing client licensing and inventory, and developing a deep understanding of the service catalog. The CSM will document all client interactions, issues, and requests, ensuring that all concerns are addressed satisfactorily. This position is ideal for someone who thrives in a fast-paced environment and possesses strong interpersonal skills, technical knowledge, and the ability to multitask effectively.

Responsibilities

• Develop strong relationships with key personnel at targeted managed accounts to create a technology roadmap.
• Meet with clients in person and by phone to develop profitable opportunities.
• Schedule and follow the FUSE3 QBR/vCIO process.
• Troubleshoot and Quality Assure the Client experience for all Clients.
• Attend events as directed to promote the brand and value proposition of FUSE3 to Clients and prospects.
• Work closely with the Business Development Rep to establish a Sales CSM culture for optimizing long-term Client relationships.
• Manage the transition of new Clients to account management as needed.
• Work closely with the client's team lead for needs review and solution design.
• Participate with FUSE3 management in the creation and implementation of detailed strategic and tactical initiatives to optimize the impact of the CSM role.
• Communicate with clients, keeping them informed of incident progress, notifying them of impending changes, or agreed on outages.
• Work with vendors/partners as needed to resolve client issues.
• Maintain all aspects of the opportunity pipeline and deliver quotes and close sales on a timely basis.
• Document all client issues, meeting discussions and requests/concerns, and develop a plan to address until the client is satisfied that their issues have been successfully addressed.
• Maintain a high level of client satisfaction.
• Work in a team and communicate effectively.
• Manage clients licensing and inventory.
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
• Address and help resolve and service issues that may arise.
• Regularly document processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Maintain certifications required for the position.

Requirements

• Interpersonal skills such as telephony skills, communication skills, active listening, and customer care.
• Ability to discuss technical issues comfortably and offer suggested solutions.
• Ability to multi-task and adapt to changes quickly.
• Ability to de-escalate situations effectively.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Managed Service Provider experience is highly desired.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance