About the Role
As a Client Success Manager, you will be responsible for building and maintaining strong relationships with clients. Your primary goal is to ensure their IT needs are met and exceeded through proactive management and regular communication.
The ideal candidate will have excellent customer service skills, product knowledge, and business analysis abilities. They should be able to communicate effectively with stakeholders, understand client needs, and develop tailored solutions to drive business growth.
This role requires collaboration with internal teams, including Service and Sales. You will work closely with these teams to ensure resources are available to support clients' IT needs and achieve common goals.
In addition to relationship-building and solution-providing, you will also be responsible for identifying opportunities for growth and implementing strategies to retain clients. This includes conducting regular reviews, analyzing client systems, and providing expert guidance and support.
Your Key Responsibilities
1. Build Strong Client Partnerships: Foster deep connections with key client stakeholders and sponsors, ensuring their needs are met and exceeded.
2. Manage Client Relationships: Ensure nominated clients' IT needs are entirely met by your organization through proactive management and regular communication.
3. Enhance Client Experience: Deliver consistent, responsive, and professional service to maintain and strengthen existing client relationships.
4. Client Success Plans: Establish and maintain Client Success Plans with monthly and quarterly meetings to review progress and align with clients' goals.
5. Strategic Account Reviews: Conduct regular reviews to identify opportunities for growth, improve service levels, and enhance customer satisfaction.
6. At-Risk Client Management: Proactively identify accounts at risk and implement strategies to retain clients and ensure their ongoing success.
7. Collaboration and Communication: Work closely with the Service team to ensure resources are available to support clients' IT needs and achieve common goals.
8. Product-Related Queries: Address product-related queries in a timely and professional manner, providing expert guidance and support.
9. Sales Pipeline Development: Build and manage a sales pipeline for nominated clients, identifying opportunities for growth and conversion.
10. Proposal Development: Assist in scoping complex proposals and solutions, ensuring they meet clients' needs and align with your organization's strategy.
11. Technology Solutions: Understand the technology solutions applicable to each client site and provide training to ensure a high level of understanding among stakeholders.
12. System Analysis and Advice: Analyze client systems, advise on upgrades or additional features, and implement solutions to meet their requirements.
13. Project Involvement: Participate in nominated client projects to ensure successful completion and maximize outcomes.
14. Policies and Procedures: Contribute to the development and streamlining of Client Success policies, processes, and procedures.
15. Team Engagement and Growth: Actively engage and role model collaborative work practices within the team and with other teams, supporting the growth and development of your organization.
Technical Skills and Qualifications
* Customer Service Attitudes and Knowledge:
* Product and Services Knowledge:
* Microsoft 365, Microsoft Azure, and Copilot for Microsoft 365 Fundamentals:
* Key Account Management Fundamentals:
* Business Analysis and Requirements Gathering:
* Communicating with Influence:
About Your Team
Your team is dedicated to building strong relationships with clients, ensuring a seamless experience across all aspects of your organization's business. Their success enables you to invest in growth and continued excellence.
About Your Organization
We are committed to excellence and innovation. We strive to deliver exceptional service and drive business growth. If you share our passion, we encourage you to consider this opportunity.
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