Client Success Manager

Prototype It - Lewisville, TX

Full-time

Lewisville, TX

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at prototype:IT is responsible for establishing and maintaining long-term relationships with clients, ensuring their needs are met while driving incremental sales and revenue growth. This consultative, client-facing role requires a deep understanding of clients' businesses and industry trends, as well as effective communication and project management skills to deliver tailored solutions. The position serves as a trusted advisor, liaising between clients and internal teams to enhance client satisfaction and retention.

Responsibilities

• Work with the Sales team to onboard and integrate new clients and develop existing client relationships.
• Act as the primary contact for all future technology needs, building trusted partner relationships to ensure long-term client retention.
• Develop and deliver Technology Roadmaps with the Technical Account Manager, conducting regular meetings to ensure progress.
• Analyze historical and open tickets to identify patterns and help clients understand options for resolution.
• Ensure timely and successful delivery of solutions according to client needs and objectives.
• Maintain ongoing contact with clients to update them on product offers and ensure satisfaction.
• Address client complaints and resolve issues with products or services received.
• Leverage expertise to identify technology solutions that meet customer goals and influence decisions for desired outcomes.
• Utilize CRM tools to manage and organize client relationship information, track progress, and ensure metrics are met.
• Ensure compliance with all regulations regarding client-company relationships.
• Analyze industry trends to adjust client relations strategies accordingly.
• Maintain up-to-date knowledge of client relations and technology changes through continuous learning and networking.

Requirements

• Bachelor's Degree in business, marketing, computer information systems, or a related field is preferred.
• 5-7 years of prior experience in client success, account management, or sales is essential.
• Strong working knowledge of Microsoft Office Suite and CRM software is required.
• Background supporting accounts and clients within IT/Technology industries is strongly preferred.
• Proven client success, account management, or sales experience.
• Demonstrated ability to communicate and present effectively at all organizational levels, including executive and C-level.
• Experience in delivering client-focused solutions based on customer needs.
• Proven ability to manage multiple accounts and projects while paying attention to detail.
• Excellent active listening, negotiation, and presentation skills.
• Strong verbal and written communication skills.
• Self-motivated and results-driven.
• Natural relationship builder with integrity and reliability.
• Ability to prioritize among competing tasks.
• Critical thinking and problem-solving skills.
• Excellent time management skills and a focus on improving processes.
• Keen attention to detail and adherence to deadlines.

Nice-to-haves

• Knowledge of computer systems, Cloud services, Security, Network products, and Disaster Recovery.