Client Success Manager

Role Description:

Ready to be the heartbeat of our client relationships? As a Client Success Manager at Executech Spokane, you'll ensure our clients are not just satisfied but truly happy, fostering strong connections that last. It's all about understanding their needs, blowing away expectations, and being their champion within our company. Your role encompasses effective communication, strategic account management, and driving sustainable business growth through upsell opportunities. If you thrive in lively discussions and prefer a good chat over an email, you're just who we need!

Responsibilities:

Responsibilities include but are not limited to:

1. Client Relationship Management: Step into the role of a trusted partner for our clients! Forge strong connections and understand their business landscape—goals, challenges, and needs—to tailor our services for the perfect fit. Your mission? To ensure our solutions not only meet their expectations but actively enhance their operational success. Be their go-to person, always ready to pick up the phone or meet face-to-face to understand their business inside and out.

2. Account Management: Take charge of client accounts with a proactive and strategic approach. Regularly engage with clients to conduct business reviews and understand their future IT needs, helping them develop a technology roadmap that aligns with their long-term goals. Identify opportunities to add value, monitor satisfaction, and address concerns to enhance their experience and facilitate effective planning and budgeting for future IT initiatives.

3. Service Coordination and Escalation: As a Client Success Manager, you will collaborate with our internal teams to oversee the smooth delivery of MSP services, stepping in as the point of escalation for unresolved issues or delays. In the event of outages or significant incidents, you'll act as the primary communication bridge between our team and the client, keeping all parties well-informed.

4. Upselling and Cross-selling: Your role is to spot potential ways to enhance our clients' experiences by introducing them to new services that can propel their business forward. Collaborate with our technical teams to suggest tailored solutions that work with their current setup. By understanding Executech’s offerings and aligning those with the partner’s business goals, you'll not only educate but also illuminate how these upgrades can be used to improve productivity, mobility, efficiency and security.

5. Client Advocacy: 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.

6. Renewals and Contract Negotiation: 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.

7. Industry and Product Knowledge: 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.

8. Metrics and Reporting: 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.

Knowledge, Skills, and Qualifications:

· A bachelor's degree in a relevant field such as business administration, communications, computer science, information technology, or equivalent in working experience.

· Technical Knowledge

· Experience managing a book of business where you are responsible for maintaining client reoccurring revenue

· Interpersonal and Communication skills in oral and written form working with external and internal clients

· Organization; Detail-Oriented

· Adaptability and Problem-Solving – exhibit “Extreme Ownership”

· Time Management skills, prioritizing tasks and deliverables

· Self-starter

· Proficiency in Microsoft Office suite

· Additional consideration given to candidate with

o ConnectWise familiarity

o MSP Industry Experience

o Greater degrees of technical understanding

Typical Working Environment:

A combination of work from home, work from office, and work on-site at client offices.

Office in a temperature-controlled environment. Low to Moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue.
 

Equipment/Tools used:

Computer

Cell phone

Multi-function printer/scanner

Physical Demands:

Regularly talk, hear, sit, use computer/peripherals, and drive.

Hours of Work:

This is a full-time position.

Typical work hours are Monday – Friday 8am to 5pm

Hours may vary to meet the needs of clients and business operations. This may include days, evenings, nights, weekends, and holidays.

The above statements are intended to describe the general nature and level of work being performed by those assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. Management reserves the right to reassign and alter the job description as dictated by business necessity and evaluate reasonable accommodations.