Technical Customer Success Manager

$75,000 - $75,000/Yr

New Charter Technologies - Santa Ana, CA

Full-time - Mid Level

Remote - Santa Ana, CA

About the position

The Client Success Manager (CSM) at New Charter Technologies is a pivotal role within our Managed Services Provider team, primarily serving clients in Orange County and San Diego, California. This full-time position is designed for a self-starter who possesses a natural curiosity and a proactive approach to problem-solving. The CSM will be responsible for assisting clients with their technology roadmap while managing internal projects in collaboration with the project team. A key aspect of this role is to foster a strong security culture, ensuring that all technology initiatives are aligned with security best practices while maintaining a human-centered design approach. As the primary Account Manager for ITR clients, the CSM will be assigned a specific group of clients to interface with. This includes onboarding new clients and developing a comprehensive “Technical Road-Map” that outlines goals and necessary technical interventions. The CSM will take ownership of the clients' technology initiatives, ensuring that onboarding is executed effectively and that all technology needs are addressed. Regular business review meetings will be conducted to coordinate and scope projects that will be handed off to the Project Team, ensuring that client expectations are met and exceeded. The CSM will interface with clients through various communication channels, including email, phone, and business review meetings, to identify their technology needs. They will create detailed Scope-of-Work documents for technology projects aimed at fulfilling the clients' roadmap goals and improving their business processes. Continuous improvement in efficiency and productivity will be a focus, both for the clients and the service delivery team, to enhance overall support satisfaction. The CSM will also utilize professional services automation (PSA) tools to collaborate effectively with the service desk and vendor support resources, ensuring efficient service delivery to clients. Heavy follow-up and follow-through will be essential to ensure successful project completion and client satisfaction.

Responsibilities

• Interface with new clients and work with the project team to ensure proper onboarding.
• Validate all tools for client handoff to the service delivery team.
• Validate client server/cloud/device counts for handoff to the shared-services team.
• Understand how the client conducts business and how they utilize technology in their processes.
• Ensure that client business processes are properly documented for the service delivery team.
• Interface with clients via email, phone, and business review meetings to identify technology needs.
• Create Scope-of-Work for technology projects to meet roadmap goals and fulfill technology improvements.
• Seek improvements in efficiency and productivity for the client and service delivery team.
• Utilize professional services automation (PSA) to collaborate with service desk and vendor support resources.
• Assist with project tasks as required to maintain technical knowledge.

Requirements

• Bachelor's degree in technology management or equivalent experience.
• Experience in leading a team of technical professionals.
• Strong leadership skills with the ability to inspire the team.
• Ability to identify ways to improve efficiency and team dynamics.
• Experience in a Managed Service Provider or multi-tenant environment.
• Technically proficient with the ability to identify and track technical environment changes for clients.
• Demonstrated problem-solving and interpersonal skills.
• High accuracy in work with attention to detail.
• Excellent knowledge of supported software and technologies.
• Strong interpersonal skills to effectively communicate with clients, staff, and vendors.
• Passion for teamwork, problem-solving, and exceptional customer service.
• Well-spoken, outgoing, organized, detail-oriented, dependable, and flexible.
• Valid driver's license and proof of insurance.

Nice-to-haves

• Experience in a hybrid work environment.
• Familiarity with project management methodologies such as Scrum.

Benefits

• Competitive salary starting from $75,000 per year.
• Opportunity for hybrid remote work.
• Support for professional development and training.