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Optimal Networks - Rockville, MD

posted 2 months ago

Full-time - Mid Level
Rockville, MD
Professional, Scientific, and Technical Services

About the position

As a Client Success Manager (CSM) at Optimal Networks, you will play a crucial role in ensuring exceptional service delivery and client satisfaction. You will act as a trusted adviser to clients, understanding their business needs and leveraging technology to facilitate key business objectives. This position involves managing the full lifecycle of client engagement, from onboarding to service operations, and collaborating with internal teams to enhance service delivery.

Responsibilities

  • Ensure exceptional service delivery and client satisfaction for an assigned set of clients.
  • Own outcome delivery to clients, including the full lifecycle from onboarding to service operations.
  • Use consultative skills and understanding of technology to explain how Optimal addresses business requirements and objectives.
  • Work closely and collaborate with other teams at Optimal to improve service delivery.
  • Identify areas of improvement when technology can assist clients in achieving desired outcomes.
  • Perform regular risk and trend analysis to help clients identify and mitigate risks associated with their technology.
  • Validate and track value delivered and outcomes expected by the delivered solutions.
  • Deliver scheduled reporting to clients highlighting service performance and initiative progress.

Requirements

  • Bachelor's degree (BS/BA) in a relevant field.
  • 4+ years of experience in providing service delivery oversight and client engagement in IT services, preferably within an IT Managed Service Provider.
  • Exceptional client-facing skills and ability to provide outstanding service and support.
  • Excellent communication (verbal and written), interpersonal, and time management skills.
  • Well-developed stakeholder management skills with the ability to ensure timely completion and executive buy-in.
  • Strong multi-tasking skills and ability to manage multiple competing priorities.
  • Proven client service and problem-solving skills.

Nice-to-haves

  • Exposure to technical support or IT services.
  • Well-versed in stakeholder management skills.
  • Strong strategic thinking skills and business acumen.

Benefits

  • Health insurance
  • 401k plan
  • Paid holidays
  • Professional development opportunities
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