Sr. Client Success Manager

ADVANCED NETWORK MANAGEMENT•Scottsdale, AZ

About The Position

ANM Managed Services supports, manages, reports, and monitors our clients' production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing proactive, reactive, preventative services, as well as serving as trusted advisors who understand our clients' environments while working as an extension of their IT Operations team. The Client Success Manager (CSM) is a customer-facing, strategic position, responsible for the retention and growth of client accounts, driven by exceptional client experience. Serving as the client’s trusted advisor, the CSM helps align ANM Managed Services with the client’s business goals, priorities, and future initiatives. The CSM also collaborates with internal teams and departments to enhance the overall delivery of our Managed Services offerings.

Requirements

Bachelor’s degree or equivalent work experience
5+ years of experience in client-facing roles
Self-starter with ability to build relationships, manage customer satisfaction, and implement internal changes
Experience working as a service provider delivering technology services
Excellent verbal and written communication skills
Ability to work collaboratively as part of a team
Ability to work independently with minimal direction
Project management experience; strong analytical skills including use of Excel and PowerPoint, and the ability to manipulate and analyze data.
Strong presentation skills a must; development and presentation of content
Ability to manage multiple sites, people and projects simultaneously while meeting deadlines is necessary.
Knowledge of IT services, products, and IT consulting
Strong interpersonal and organizational skills with a high attention to detail and sense of urgency

Nice To Haves

5+ years in a customer facing role
Background in IT service and product delivery
IT Managed Services experience
Expert level skills utilizing managed services toolsets and knowledge worker applications / productivity tools such as; ServiceNow, Salesforce, and ScienceLogic

Responsibilities

Support Managed Services client relationships: Develop trust and a healthy relationship with your clients and serve as one of the main points of contact within the business.
Ensure the delivered services align with the client’s business goals and requirements. For any gaps, the CSM will work with the internal teams to bridge those gaps.
Provide regular updates to clients and develop open, effective communication paths; that facilitate excellent client service and business development opportunities.
Assist in driving internal initiatives to the client – tools usage, survey responses, etc.
Manage clients’ health and create corrective steps as needed.
Be the client’s trusted advocate & build trust: Serve as the client’s advocate by building trust and transparency with clients.
Demonstrate excellent client services by acting as an escalation resource, understanding client problems, collecting client feedback and driving continuous improvement.
Demonstrating problem-solving capabilities as it relates to satisfaction, remaining respectful and understanding during escalations, and coordinating with internal ANM teams to ensure customer success.
Create and present business reviews with the client to align services with the client’s goals and ensure they’re aligned with expectations.
Coordinate service delivery and expansion: Coordinate with solutions architects and account managers to identify opportunities for expansion within client accounts.
Work with account managers on renewals and escalate contracts to leadership before they expire.
Assist with scoping new opportunities and proposals.
Manage the client life cycle, assist with client true-ups and the onboarding / offboarding of services.
Assist with monitoring KPI’s and delivering against Managed Services Service Level Agreements.
Internal Operations: Assist with the maintenance of client documentation utilizing company tools and processes while assuming the role of account expert as it relates to Managed Services and potential client needs.
Manage High-Priority Incident Management