Client Success Manager

JOB SUMMARYprototype: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 preferred5-7 years+ prior experience and a proven, verifiable track record in client success, account management, or sales is essentialStrong working knowledge with Microsoft Office Suite and CRM software is requiredBackground supporting accounts and clients within IT / Technology industries strongly preferredKnowledge, Skills, & Abilities:

Proven client success, account management or sales experienceDemonstrated ability to credibly and effectively communicate, present and at all levels of the organization, including executive and C-levelExperience in delivering client-focused solutions based on customer needsProven ability to manage multiple accounts and projects at any time while paying strict attention to detailExcellent active listening, negotiation, and presentation skillsExcellent verbal and written communications skillsSelf-motivated and able to thrive in a results-driven environmentNatural relationship builder and influencer with integrity, reliability, and maturityAbility to prioritize among competing tasksCritical thinking and problem-solving skillsExcellent time and management skills. You're always looking to improve inefficient processes.Keen attention to detail and adherence to deadlinesKnowledge of computer systems, Cloud services, Security, Network products and Disaster Recovery preferredProvides superior customer service practices including timely and diligent follow-upMaintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory resultsShows initiative in job performance to improve current processes and suggest new ways of doing thingsAssimilates complex information to meet company goalsPhysical Requirements:

Moderate lifting or exerting force of up to 20 pounds occasionallyAbility 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 deliveredAnalyzes 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 solveEnsures timely and successful delivery of our solutions according to client needs and objectivesMaintains 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 servicesAble 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 needsUtilizes 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 relationshipAnalyzes industry trends to identify developments in client relations and adjust accordinglyMaintains 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 programsApproaches all encounters with customers and fellow employees in a friendly, service-oriented mannerMaintains compliance with prototype:IT's standards including regular attendance, grooming, and security guidelinesMarginal:

Perform other duties as requested by managementAttend meetings/training as required by managementParticipates in continuing education