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. This position is base salary + commissions. 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 Powered by JazzHR