Client Success Manager

The Client Success Manager is responsible for managing and supporting assigned Managed Services Clients. Acts as primary point of contact to Client and provides oversight to ensure client satisfaction and revenue growth. The Client Success Manager is responsible for supporting multiple solution development projects and teams in their duties, tasks, responsibilities and functions. The Client Success Manager monitors adherence to project development processes and works with cross functional teams of end users, technology development, and quality assurance to produce goal and target specifications and solve any conflicts that arise. One of the primary roles of the Client Success Manager is to ensure client satisfaction.

The Client Success Manager also assists in developing any process documentation, product development documentation and overall services reporting. Below is a list of example tasks/responsibilities expected to deliver although not considered to be a complete list. The Client Success Manager needs to be flexible and prepared to take on additional challenges as the Services organization grows.

This exempt position sometimes requires travel as well as evening and weekend work. The Client Success Manager reports directly to the Director of Managed Services.

Primary Responsibilities

Additionally, the Client Success Manager will:

Manage Client relationships with minimal supervision
Ensure Project Management oversight of new Clients being provisioned
Work internally and with the Client to resolve business and technical service-related issues
Create Contract Change Orders to support Client requested changes and grow revenue
Create overall project work plan and manage large-scale technical deployment and infrastructure in a multi-site / geographically diverse technical solution.
Manage suppliers and subcontractors’ deliverables and work output in support of overall project
Ensure contractual obligations and compliance are met
Monitor Client SLA performance and assist with vendor management of suppliers / subcontractors in support of project
Create monthly and weekly customer facing reports with program / project status
Manage and track all open issues / system deficiencies and historical project records
Assist with monthly invoice questions / reconciliation as requested by the Client.
Work closely as a Client advocate to help the Client reach their goals
Create and manage a Client “Run Book” and Operational Information for each assigned Client. Facilitate technical support case review calls with each Client
Successfully use internal relationships to maintain and grow revenue opportunities. Maximize revenue by offering additional service offerings
Available on a 24x7 basis to manage Client escalations, routine and emergency maintenance and incident management
Other duties as assigned

Requirements

2+ years of customer/client service experience.
Self-driven, self-motivated, and organized.
Proficient in Microsoft O365 tools (Outlook, Teams, Excel, Word, etc.)
Some technical understanding or background, enough to communicate to the customer and engineers (not at the engineering level.)
Ability to communicate effectively, present to Client senior leaders and internal management.

A drug and background check will be required.

Strengths

A qualified candidate should demonstrate excellent customer/client service skills, negotiation abilities, and knowledge of project management techniques. Strong verbal, written and presentation skills are a must, which includes a high level of attention to detail. Some travel may be required to present Client Business Reviews.

High integrity and loyal
Passionate learner
Takes pride in doing quality work
Attention to detail
Sense of urgency
Fast-paced multitasker
Can work independently with little oversight or supervision
Advanced knowledge of Microsoft Office products

Compensation

Annual On-Target-Earnings: $68,000 - $90,000

Benefit Package

At Solutions II, we understand the importance of benefits and financial compensation! We are proud that many of our employees have been with the company for 10+ years. Our benefits package includes (but is not limited to):