Senior Client Success Manager

ANM is seeking a Client Success Manager to join our exceptional team.

For Colorado based candidates the salary range is $120,000-$140,000 per year

Who We Are:

ANM is a fast-growing IT consulting firm focused on building long-term, customer-focused relationships. We offer engineering excellence and quality customer service with a local focus. Our specialties include designing, developing, and deploying solutions for enterprise networking, data center & and cloud, collaboration, security, audiovisual, and Salesforce.

Our Benefits:

• Competitive Salary
• Full benefits package (Medical, Dental, Vision, Life Insurance, short-term and Long-Term Disability)
• Paid Time Off
• 401K Plan
• Flexible Spending Account
• Employee Recognition Rewards
• Career training geared towards professional growth

Who We Are Looking For:

ANM Managed Services supports, manages, reports, and monitors our clients' production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing proactive, reactive, and preventative services, as well as serving as trusted advisors who understand our clients' environments while working as an extension of their IT Operations team. The Client Success Manager will assist with maintaining customer service with our current clients, growing business relationships, and assisting with onboarding new clients. You will also be responsible for collaborating with internal teams and departments to enhance the overall delivery of our Managed Services offerings.

What you will be doing as a Client Success Manager:

• Support Managed Services client relationships:
  • You will develop a healthy client relationship and will work with the Managed Services team to ensure there is a clear understanding of the client’s business requirements and the scope of delivered services.
  • Provide regular updates to clients and develop open, effective communication paths that facilitate excellent client service and business development opportunities.
• Be the client’s trusted advocate:
  • Act as the client advocate by building trust and transparency with Clients, ultimately becoming the client's trusted advisor
  • You will be required to create and present reports, as well as provide updates as needed. Act as an escalation resource for the client and respond to customer satisfaction issues. Assist with monitoring KPI’s and delivering against Managed Services Service Level Agreements.
  • Manage the client life cycle, assist with client true-ups, and the onboarding/offboarding of services.
• Coordinate service delivery and expansion:
  • Align client expectations with service delivery abilities
  • Coordinate with solutions architects and account managers to identify opportunities for expansion within client accounts. Work with account managers on renewals and escalate contracts to leadership before they expire. Assist with scoping new opportunities and proposals.
• Maintain client documentation:
  • Assist with the maintenance of client documentation utilizing company tools and processes while assuming the role of account expert as it relates to Managed Services and potential client needs.
• Maintain client satisfaction and build client loyalty:
  • Demonstrate excellent client services by acting as an escalation resource, understanding client problems, collecting client feedback, and acting upon it.
  • Demonstrating problem-solving capabilities as it relates to satisfaction, remaining respectful and understanding during escalations, and coordinating with internal ANM teams to ensure customer success.

Required education, technical skills, and/or experience:

• Bachelor’s degree or equivalent work experience
• 5-10 years of experience in client-facing roles
• Self-starter with the ability to build relationships, manage customer satisfaction, and implement internal changes
• Experience working as a service provider delivering technology services
• Excellent verbal and written communication skills
• Ability to work collaboratively as part of a team
• Ability to work independently with minimal direction
• Project management experience; strong analytical skills, including use of Excel and PowerPoint, and the ability to manipulate and analyze data.
• Strong presentation skills a must; development and presentation of content
• The ability to manage multiple sites, people, and projects simultaneously while meeting deadlines is necessary.
• Knowledge of IT services, products, and IT consulting
• Strong interpersonal and organizational skills with a high attention to detail and a sense of urgency

Preferred education, technical skills, and/or experience:

• 5-10 years in a customer-facing role
• Background in IT service and product delivery
• IT Managed Services experience
• Expert-level skills utilizing managed services toolsets and knowledge worker applications/productivity tools such as ServiceNow, Salesforce, and ScienceLogic

TRAVEL:

Travel is occasionally required for this position. Must have a valid driver’s license and motor vehicle insurance.

ANM is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.