Job Description

CUSTOMER SUCCESS MANAGER: COLUMBIA, MD

MSP EXPERIENCE REQUIRED

Who Staffing is looking for a Customer Success Manager for a fulltime, direct hire opportunity with our client in Columbia, MD.

Job Summary:

The Client Success Manager is a liaison and advocate for our client’s business with direct interaction with our client key players and decision makers. In this role, our Client Success Manager will develop a strategic plan to align their technological stature with client's recommended services and technology best practices in mind. Generating a yearly plan and budget which outlines the missing or recommended solutions, what the costs will be, and working with the client to schedule based on the severity. This role will also act as an intermediatory when our clients have concerns about the level of support they are receiving or issues with support tickets. Bringing together the Service Delivery Team with the client to resolve any factors the client has addressed as a concern.

Roles:

• Client Advocacy
• Strategic Business Development
• Alignment/Services promotion
• Budget development, review, updates and presentation
• Management of client expectations

Responsibilities:

• Provides technology planning, budgeting and strategic direction and guidance to clients
• Support and help grow client businesses by delivering IT solutions that help improve their business operations while leveraging Trends and new solutions.
• Interact with business owners and key players to provide network infrastructure reports and assessments
• Serve as a Point of Contact as needed between business owners/leaders and Service Teams
• Effectively communicate features and benefits of recommended solutions and manage client expectations
• Facilitate quotes for equipment, software, and licensing
• Track all work performed under corresponding tickets
• Develop in-depth knowledge of the service catalog and how it relates to client’s needs
• Document internal processes and procedures related to duties and responsibilities
• Creating technology roadmaps and budgets

Knowledge & Skills Required:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Demonstrated level of success in the development of client relationships
• High energy and drive with good interaction skills
• Strong organizational, presentation, and customer service skills
• Skilled in preparing written communications and materials
• Self-motivated with the ability to work in a fast moving and changing environment
• Thorough knowledge of computer networking, hardware, software
• Punctuality, Professionalism
• Communicating with business decision makers face to face, via email, telephone, and virtual meetings
• The ability to translate technical requirements and solutions into clear business language

Education and/or Experience:

• Bachelor's degree from four-year college or university; or five to seven years related experience and/or training; or equivalent combination of education and experience. Professionals take on a leadership position that includes managing customer support agents, product teams, and sales teams. You will have to successfully manage these teams to produce optimal customer success metrics.

Education & Certifications Prerequisites:

This position should have before entering this position

• An education background in marketing, Communication, or another relevant subject.
• CSMs must gain certifications showcasing their understanding of adoption frameworks like Scrum, Agile, CRM, and CSM tools, as well as an understanding of data analytics.

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