JOB SUMMARY
prototype:IT is seeking a Client Success Manager whose responsibilities include establishing long-term relationships between prototype:IT and its clients. This role is a consultative, client-facing position that requires an in-depth understanding of the clients’ business, goals, strategies, and industry trends. The position entails overseeing various activities which directly or indirectly affect client opinion, perception, and image of prototype:IT as well as proactively pursuing and capturing incremental sales and revenue growth from assigned accounts.
The Client Success Manager liaises between customers and internal cross-functional teams to ensure the timely and successful delivery of our solutions in support of customer needs, ultimately establishing oneself as a trusted advisor and IT partner to clients with solutions to keep their businesses productive.
QUALIFICATION STANDARDS
Education & Experience:
- Bachelor’s Degree in business, marketing, computer information systems, or a related field, is preferred
- 5-7 years+ prior experience and a proven, verifiable track record in client success, account management, or sales is essential
- Strong working knowledge with Microsoft Office Suite and CRM software is required
- Background supporting accounts and clients within IT / Technology industries strongly preferred
Knowledge, Skills, & Abilities:
- Proven client success, account management or sales experience
- Demonstrated ability to credibly and effectively communicate, present and at all levels of the organization, including executive and C-level
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple accounts and projects at any time while paying strict attention to detail
- Excellent active listening, negotiation, and presentation skills
- Excellent verbal and written communications skills
- Self-motivated and able to thrive in a results-driven environment
- Natural relationship builder and influencer with integrity, reliability, and maturity
- Ability to prioritize among competing tasks
- Critical thinking and problem-solving skills
- Excellent time and management skills. You’re always looking to improve inefficient processes.
- Keen attention to detail and adherence to deadlines
- Knowledge of computer systems, Cloud services, Security, Network products and Disaster Recovery preferred
- Provides superior customer service practices including timely and diligent follow-up
- Maintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory results
- Shows initiative in job performance to improve current processes and suggest new ways of doing things
- Assimilates complex information to meet company goals
Physical Requirements:
- Moderate lifting or exerting force of up to 20 pounds occasionally
- Ability to travel to customer locations throughout the workday. Overnight travel may be required.
DUTIES & FUNCTIONS
Essential:
- Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships.
- Assumes role of primary contact within prototype: IT for all future technology needs, build trusted partner relationships, ensure long-term retention of clients and to proactively and consistently position additional/new offerings for incremental sales and revenue growth.
- Develops and delivers Technology Roadmap with the Technical Account Manager (targets, strategies and timelines) for clients and conducts regular meetings to update and ensure roadmaps are progressing or delivered
- Analyzes historical and open tickets and complaints to identify necessary changes to account to identify patterns of issues and help client understand options to reduce or solve
- Ensures timely and successful delivery of our solutions according to client needs and objectives
- Maintains ongoing contact with clients through calls, emails, and arranged meetings to update them on product offers and ensure they are satisfied with received product/service.
- Assists in addressing client complaints as well as resolving issues or challenges with received products or services
- Able to leverage own and internal expertise to identify technology solutions to customer goals and influence customer decisions for desired outcomes; this may result in additional sales or training at client or within prototype: IT to meet customer needs
- Utilizes CRM tools and database in the management and organization of client relationship information to track progress, communicate internally and ensure metrics are met.
- Ensures compliance with all external and internal regulations/laws on client-company relationship
- Analyzes industry trends to identify developments in client relations and adjust accordingly
- Maintains an up-to-date knowledge of client relations, high level technology changes in the industry by studying relevant publications, networking, involvement in professional organizations, and attending educational programs
- Approaches all encounters with customers and fellow employees in a friendly, service-oriented manner
- Maintains compliance with prototype:IT’s standards including regular attendance, grooming, and security guidelines
Marginal:
- Perform other duties as requested by management
- Attend meetings/training as required by management
- Participates in continuing education
