Lyra Technology Group is looking for a full-time Client Success Manager to join the team at one of our operating companies in Austin, TX. The Client Success Manager is a trusted advisor who serves as liaison between our valued clients and our support team. The CSM not only serves as a technology escalation point, but also identifies new opportunities in which our products and services can better help our clients’ businesses.
A bit about Lyra…
Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. We made our first acquisition at the beginning of 2018.
Now, we hold a controlling stake in 60 companies and are continuing to grow. Our companies employ over 600 team members and sit across the Northeast, Midwest, and Eastern Canada. Each company is led by its own management team and we are incredibly proud of the work they do.
Your work as the Client Success Manager includes several components:
• Interface with customers through regular project proposals and ongoing communications.• Coordinate with customers to perform Quarterly Business Reviews (QBR).• Determine Customer needs through QBR process to produce projects and other sales.• Interface with Customer on escalated support issues.• Document all activity within company provided professional services automation (PSA).• Respond to Customer requests in a timely manner.• Produce quotes for Customers within 48 hours of request.• Manage Service Board within Professional Services automation tool to ensure customer needs are met.• Collaborate with team members to achieve stated goals.• Communicate regularly with team to ensure open channels of communication.• Be accountable for departmental workflow, client communications and the proper interactions with peers and customers.
Our ideal Client Success Manager has the following qualifications:
• 2-4 years’ experience in a customer support experience and/or managing vendor relationships• 2-4 years’ experience working in managed services or similar business• 2-4 years’ experience working for a managed service provider (MSP) or similar business• Experience selling/managing data circuits and telephone systems preferred• Customer Relationship Management (CRM) experience preferred• Bachelors’ degree in a business-related study is preferred • Ability to regularly document activity in professional services automation tools.• Ability to provide a presentation that is impactful and persuasive.• Ability to listen to clients and provide well thought out solutions.• Working knowledge of Microsoft Office Products and usage.If joining a team who focuses on being a trusted advisor to their customer base, let’s have a conversation.
