Customer Success Manager - Philadelphia

Magna5 MS • Philad, PA

15h • Remote

About The Position

Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users and allow them to focus their resources on projects that are strategic to their organization’s business plan. We are seeking a highly motivated and experienced Technical Customer Services/Success Manager. As a Customer Success Manager, you will be responsible for ensuring our clients' satisfaction and success by delivering exceptional service and building strong relationships. The ideal candidate will possess a technical background and have 2-5 years of relevant experience in a similar role. Technical experience is mandatory.

Requirements

• 2-5 years of experience in a customer success or account management role, preferably within the IT industry or a Managed Service Provider.
• Strong technical background with a solid understanding of IT infrastructure, networks, and systems.
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
• Proven track record of managing client relationships and delivering exceptional customer service.
• Ability to understand complex technical concepts and effectively communicate them to both technical and non-technical stakeholders.
• Strong problem-solving and analytical skills, with the ability to quickly identify and resolve issues.
• Self-motivated and results-oriented, with a demonstrated ability to work independently as well as part of a team.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.

Nice To Haves

• Bachelor's degree in a relevant field is preferred.

Responsibilities

• Serve as the primary point of contact for assigned clients, building and maintaining strong relationships to ensure client satisfaction and success.
• Understand clients' business objectives and develop a deep understanding of their technical requirements.
• Act as a trusted advisor, providing expert guidance and best practices to clients to help them achieve their desired outcomes and maximize the value of our services.
• Collaborate with cross-functional teams including sales, support, and technical teams to ensure smooth onboarding, implementation, and ongoing support for clients.
• Conduct regular check-ins with clients to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross selling our services.
• Monitor client usage and adoption of our services, proactively identifying areas for improvement and making recommendations to enhance their experience.
• Provide training and product demonstrations to clients, ensuring they have a comprehensive understanding of our offerings.
• Act as an advocate for clients within the organization, communicating their feedback, needs, and requirements to the appropriate teams.
• Stay up to date with industry trends and advancements and share knowledge and insights with clients to help them stay ahead of the curve.
• Continuously seek opportunities to improve internal processes and contribute to the overall growth and success of the company.

Benefits

• 100% remote position
• Paid Time Off including paid holidays and float holidays
• Bonus potential based on individual and company performance
• Highly competitive and flexible medical, dental, and vision benefits plans
• 401(k) with employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level