CSM- Customer Success Manager (IT)
100% Remote with some travel for meetings
3 Month Contract to Hire
150-185K when perm- based on experience
Great Company
Unlimited Growth
Paid Certs when Perm
*Customer Success Manager: Experience with IT, MSPs or Solution Firms is a Must!
*PM Experience and MSP experience is a Must
* Experience being responsible for external clients is a-Must
Responsibilities - Acts as a customer advocate.
- Results driven and customer focused; "Get things done - Make things happen".
- Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
- Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal.
- Grow existing contract values by cross-selling and up-selling existing contracts.
- Build a strong relationship with key customer staff, client director team, and Managed Services teams and management.
- Ensure reports are provided to an agreed schedule or on request, including: incident management, account performance, and service unit billing reports.
- Leads onboarding activities for new Managed Services customers.
- Set expectations of service quality, availability, and timeliness with the client.
- Drives process improvements that increase customer satisfaction.
- Work with the client and Managed Services teams to identify and manage service improvement activities.
- Translate and drive prioritization of customer requirements into service and project requests.
- Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
- Report, communicate, and update relevant stakeholders on service operations.
- Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
- Assist with the development and improvement of the services organization.
- Leads and manages recurring Technical Assessments.
- Participates in business reviews with the customer and the AHEAD sales team.
- Supports and conducts self in a manner consistent with customer service expectations.
- Manage Root Cause Analysis and process and participate in Priority events as needed.
Qualifications - Great understanding of IT Service Management processes and procedures.
- Great understanding of IT Project Management principles and techniques.
- Great ability to manage change and engage team members.
- Great ability to provide direction and leadership to others.
- Great facilitation and communication skills.
- Excellent presentation skills.
- Great Ability to manage and escalate client issues.
- Great Ability to react and adjust priorities of tasks.
- Comfortable in communicating and interacting with C-level customer stakeholders.
- MS Word - must be able to create and modify documents.
- MS Excel - create and modify pivot tables, manipulate data, create charts and graphs.
- MS Power Point - create and modify presentations.
- 10 years of relevant IT Service Account Management experience.
- ITIL Foundation Certification desired.
- PMI Project Management Professional (PMP) certification is a plus.
- ServiceNow experience is a plus.
