Client Success Manager

Executech - South Jordan, UT

Full-time - Mid Level

Remote - South Jordan, UT

Professional, Scientific, and Technical Services

About the position

As a Client Success Manager (CSM) at Executech, you will play a pivotal role in fostering and maintaining strong relationships with our clients. Your primary objective will be to ensure client satisfaction, retention, and successful outcomes by thoroughly understanding the needs of our clients, managing their expectations, and delivering exceptional service. This role requires effective communication, strategic account management, and a focus on sustainable business growth through upsell opportunities. In this position, you will be the primary point of contact for clients, developing and nurturing positive relationships while aligning our services with their business goals, challenges, and requirements. You will proactively manage client accounts, regularly communicating with clients, conducting technical business reviews, and identifying opportunities to add value. Monitoring client satisfaction levels, addressing concerns, and providing solutions to enhance their experience will be key responsibilities. Collaboration with internal teams is essential to ensure the timely and efficient delivery of Managed Service Provider (MSP) services to clients. You will coordinate service requests, track progress, and resolve any issues that may arise, ensuring that service level targets are met and client expectations are consistently exceeded. Additionally, you will identify opportunities for upselling and cross-selling services, educating clients on new offerings and how they can benefit their business. As a client advocate within the organization, you will represent their interests and needs, gathering feedback and collaborating with relevant teams to address any concerns or suggestions. You will also manage contract renewals and negotiate terms and pricing with clients, working closely with the technical team to secure long-term partnerships. Staying informed about industry trends, emerging technologies, and our service offerings will enable you to provide clients with valuable insights and recommendations to optimize their IT infrastructure. Finally, you will track and analyze key performance indicators (KPIs) related to client satisfaction, retention, and revenue growth, generating regular reports to demonstrate value and identify areas for improvement.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• A bachelor's degree in a relevant field such as business administration, communications, computer science, information technology, or equivalent IT working experience.
• 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.
• Strong interpersonal and communication skills in oral and written form, demonstrating a dynamic, engaging, and decisive personality.
• Demonstrated situational awareness - ability to 'read the room' and discern the next type and level of engagement.
• Project Management Organization; detail-oriented with adaptability and problem-solving skills.
• Time management skills - weekly planning (calendaring) and prioritizing tasks and deliverables.
• Proficiency in Microsoft Office Suite.
• Familiarity with ConnectWise (not required but a plus).

Nice-to-haves

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

Benefits

• Work from home
• Full-time position with typical hours Monday - Friday 8:00 am to 5:00 pm
• Potential for flexible hours to meet client needs.