Client Success Manager - Prototype IT

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.

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

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