Client Success Manager

NetGain Technologies LLC • Lexington, KY

3d • $60,000 - $65,000

About The Position

As a Client Success Manager, you play a pivotal role in our clients' success. You will be charged with ensuring client retention while also uncovering areas of growth that are mutually beneficial for our clients and NetGain. This role is about forging strong relationships, understanding the unique IT environments of each assigned client, and being the bridge between our clients’ needs and our company’s goals. At NetGain, we only win as a team, and this position is a key linchpin.

Requirements

• Must possess exceptional interpersonal abilities, including self-motivation and a passion for leading and delivering top-notch IT solutions.
• Must have excellent oral and written communication skills, with an established history of executive-level/C-suite engagement and relationship-building.
• Must have the confidence to engage the right resources and think strategically to come up with the best path forward for conflict resolution.
• In a rapidly evolving, and high-pressure environment, the ability to adjust to shifting priorities and client needs is a must.
• Proven background working with SMB market clients, especially those in executive roles.
• Sound knowledge of IT essentials. We don’t expect you to be the engineer with all the answers for all client issues – we have those. We do expect you to ensure that your clients’ needs are taken care of and that you help facilitate the right company resources to do so.

Nice To Haves

• Previous experience in client success, account management or consultative selling role is beneficial.

Responsibilities

• Manage the client onboarding process from contract endorsement to the first executive business review and beyond.
• Seamlessly manage the client journey with responsibility for the full client lifecycle, including renewals and price increases. Must be able to utilize internal CRM and other relevant software to document and facilitate this process. A successful candidate will possess a keen attention to detail and a sense of urgency to facilitate timely and accurate client tracking, reporting, and documentation management for all clients.
• Engage with clients to understand their business objectives and how IT can support those goals, guiding them in drafting a long-term IT roadmap and budget. Create and oversee strategic plans, presenting transformative IT solutions that elevate how clients conduct their business.
• Conduct executive business reviews (EBRs) and constantly have a pulse on the client relationship.
• Engage proactively with key client decision-makers, ensuring their needs are met.
• Work with Marketing, Sales, Finance, and Operations to ensure our clients are not only happy with our services and support but serve as promoters of the business. Will work closely with Operations team to help facilitate client escalations and trouble tickets. Will work closely with Sales team as growth opportunities arise that are mutually beneficial. Help drive attendance to client appreciation events, encourage participation on online review forums, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed