Senior Client Success Manager

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Foster Managed Services client relationships and act as the primary client liaison

• Ensure that the services provided meet the business objectives and requirements of clients

• Deliver regular updates to clients and establish communication channels that support client service and business development

• Lead internal initiatives with clients, including the utilization of tools and survey participation

• Oversee client health and implement corrective measures when necessary

• Serve as a client advocate, escalation point, and reliable advisor

• Gather client feedback and promote ongoing improvement

• Collaborate with internal ANM teams to guarantee client success

• Develop and present business reviews that align with client goals and expectations

• Work with solutions architects and account managers to identify opportunities for account growth

• Assist with renewals and escalate contracts to leadership prior to expiration

• Support the scoping of new opportunities and proposals

• Oversee the client lifecycle, including true-ups and the onboarding/offboarding of services

• Track KPIs and ensure compliance with Managed Services Service Level Agreements

• Maintain client documentation utilizing company tools and processes

• Act as the account specialist for Managed Services and potential client requirements

• Manage high-priority incidents

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience

• 5+ years of experience in client-facing positions

• Background in providing technology services as a service provider

• Exceptional verbal and written communication abilities

• Capability to collaborate effectively as part of a team

• Strong ability to work independently with minimal supervision

• Experience in project management

• Robust analytical skills, including proficiency in Excel and PowerPoint, with the ability to manipulate and analyze data

• Strong presentation skills; adept at content development and delivery

• Ability to manage multiple locations, personnel, and projects concurrently while adhering to deadlines

• Familiarity with IT services, products, and IT consulting

• Excellent interpersonal and organizational skills with a keen attention to detail and a sense of urgency

• Must possess a valid driver’s license and motor vehicle insurance

• Preferred: 5+ years in a customer-facing role

• Preferred: Experience in IT service and product delivery

• Preferred: Background in IT Managed Services

• Preferred: Advanced skills in using managed services toolsets and productivity applications such as ServiceNow, Salesforce, and ScienceLogic

🏝️ Benefits

• Medical, Dental and Vision Insurance

• Life Insurance

• Short-Term and Long-Term Disability

• 401(k) Retirement Plan

• Paid Time Off

• Flexible Spending Account

• Employee Recognition Rewards

• Career training aimed at professional development

• Eligibility for bonuses or commissions may apply

• Occasional travel required