Client Success Specialist - Managed IT Services
Job Summary:
The Client Success Specialist (CSS) for Managed IT Services, is primarily responsible for providing exceptional customer service and support to clients utilizing our services. The CSS serves as the main point of contact for customers, ensuring their needs are met, addressing inquiries, resolving non-technical issues, and overseeing key activities such as onboarding new customers and conducting quarterly business reviews.
Key Responsibilities:
Customer Support: Serve as the primary contact for customers, promptly and professionally addressing their inquiries, concerns, and non-technical issues related to managed IT services. Onboarding: Coordinate and execute the onboarding process for new customers, ensuring a smooth transition by guiding them through the setup process, explaining service functionalities, and addressing any questions or concerns. Service Inventory: Strong attention to detail. Responsible for maintaining accurate service information for client contracts to ensure accurate billing.
Relationship Management: Build and maintain strong relationships with clients, understanding their business objectives, and actively engaging with them to ensure their needs are met throughout their engagement with our services. Quarterly Business Reviews: Conduct periodic business reviews with customers, analyzing performance metrics, reviewing service utilization, and identifying opportunities for improvement or expansion of services. Issue Resolution: Collaborate with internal teams, such as technical support and operations, to address and resolve customer issues promptly, escalating when necessary to ensure timely resolution. Customer Satisfaction: Continuously assess customer satisfaction levels, gather feedback, and implement improvements to enhance the overall Client Success. Documentation and Reporting: Accurately document customer interactions, inquiries, resolutions, onboarding progress, and business review outcomes, maintaining detailed records in the CRM system. Product Knowledge: Develop a deep understanding of the managed IT services offered, staying updated on the latest features and capabilities to effectively support customer inquiries and provide relevant information. Training and Support: Provide ongoing training and support to customers, ensuring they have a thorough understanding of the services and tools available to them.
Requirements:
- 5+ years' experience in a Client Success/Experience role for IT Services/Solutions company
- Project Management experience or mentality
- Extremely strong attention to detail
- Excellent Communication skills, written and oral
