Director of Client Success - US Remote 100%

Director Of Client Success

The Director of Client Success Management ensures an excellent experience for Clients of Blue Mantis Services offerings (with an initial focus on our Managed Services clients.) This leader understands that Clients have choice and that a smooth end-to-end journey with Blue Mantis leads to high degrees of partnership and advocacy. The Client Success Manager role provides proactive and embedded operational engagement with our clients, delivers creative problem solving and problem prevention, advocates for strong Client outcome-focused relationships, drives operational maturity within Blue Mantis and delivery teams, and engages the full capabilities of the Blue Mantis portfolio to address Client needs as they emerge and evolve. This is a dynamic and highly influential role, valued by Clients and Blue Mantis. The Director of Client Success Management is responsible for driving high levels of Net Promoter Score (NPS) and Net Retention of long-term contract-based Clients. NPS targets will match top-tier provider results, and Net Retention will ensure that Blue Mantis contract-based Clients grow with us in a programmatic and intentional way. The Director of Client Success Management is responsible for prioritization, escalation management, contract and operational issue resolution, as well as coaching and guiding direct reports. This leader is calm, clear-headed, and demonstrates a high-level of emotional intelligence while interacting with Clients and internal stakeholders.

Key Responsibilities

Essential responsibilities of the role, but are not limited to :

• Client Service and Client Experience excellence above any other responsibility.
• Partners heavily with peer group delivery leadership on service optimization and client needs
• Builds systems and teams of scale for a growing organization
• Builds a strong working knowledge of Blue Mantis service offerings models for delivery
• Maintains relevant working knowledge of Cloud, Security, and Digital trends.
• Engages with subject matter experts in a credible and helpful way, driving efficiencies, improvements, and standardization where possible.
• Establishes and manages Client Success Management meeting cadence with assigned Clients and stakeholders, ensuring accurate and meaningful KPI reports are reviewed and understood.
• Acts as a liaison among sales, Solution Architects, technical support teams to ensure a cohesive experience for our Clients.
• Is an escalation point for Clients, Blue Mantis team members, and partners with respect to delivery issues and overall quality.
• Engages with Clients to understand emerging and evolving requirements and then coordinates with appropriate Blue Mantis stakeholders and subject matter experts to propose solutions related to new or expanded service requests.
• Generates relevant KPI and status reports and provides recommendations on how Clients can optimize their IT Operations and Managed Cloud environments.
• Uses experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment
• Creates, updates and maintains training documentation and knowledgebase articles to increase first level resolution of his or her team.
• Analyzes business processes and collaborates with sales, technical support and operations to identify opportunities to streamline processes

Skills, Knowledge & Expertise

Minimum five years' prior experience with MSP and / or CSP.

Minimum 5 years of prior experience with Client Success Management in a leadership role, or equivalent.

Power user of Business Intelligence reports (preferably Microsoft PowerBI and ServiceNow)

Experience working with Clients on business solutions during steady state and during escalated issues

Previous experience optimizing workflows and implementing process improvement

Superior technical and business problem-solving skills and judgement

Demonstrated teaming skills working collaboratively with peer leaders across the company

Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and Clients at all technical levels

Ability to prioritize and manage competing demands

AWS, Azure, and Security certifications or accreditations preferred

BS Degree in Business or a Technology related field preferred

Notable Working Conditions / Environment

This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies / 3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency / 3 Party will be considered a gift and property of Blue Mantis, unless the Agency / 3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency / 3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

About Blue Mantis

Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners.