Client Success Manager

NCV HOLDCO LLC • Remote, US,

34d • $65,000 - $90,000 • Remote

About The Position

As a Client Success Manager (CSM) you will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives, and continuously optimizing their technology and service experiences. You will be responsible for fostering strong client relationships, driving satisfaction, and promoting the growth and retention of our client base. This role is ideal for an individual who is not only customer-focused but also technical and results-oriented.

Requirements

• Excellent customer service skills, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
• Strong communication skills, both verbal and written.
• Perform in depth systems analysis on a multitude of technology devices, operating systems, and software.
• Ability to ask qualifying questions to produce the optimal result.
• Familiarity with Windows desktop operating systems.
• Familiarity with Microsoft Office suite of application.
• Familiarity with routers, firewalls, modems, and switches.
• Strong organizational, operational and inter-personal skills.
• Assertive, customer-oriented and task-driven attitude.
• Reliable personal transportation (travel is rare, this is primarily a remote position)
• Proven experience in customer success, account management, or similar role. Preferably in the IT industry.
• Strong technical acumen and the ability to understand complete IT solutions.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• A proactive and client-centric mindset.
• Strong project management skills.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.

Responsibilities

• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters.
• Continuously monitor and assess the health of client accounts, proactively identifying opportunities for improvement and growth.
• Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
• Work closely with technical teams to ensure that services are meeting or exceeding client expectations, and that service-level agreements (SLAs) are consistently met.
• Identify opportunities for upselling and cross-selling additional services to existing clients, while also managing contract renewals.
• Gather and analyze client feedback to drive continuous improvement in service quality. Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication.
• Develop and maintain operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.

What This Job Offers

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