Director of Client Success - US Remote 100%

Blue Mantis

96d • $180,000 - $200,000

About The Position

The Director of Client Success Management ensures an excellent experience for Clients of Blue Mantis Services offerings (with an initial focus on our Managed Services clients.) This leader understands that Clients have choice and that a smooth end-to-end journey with Blue Mantis leads to high degrees of partnership and advocacy. The Client Success Manager role provides proactive and embedded operational engagement with our clients, delivers creative problem solving and problem prevention, advocates for strong Client outcome-focused relationships, drives operational maturity within Blue Mantis and delivery teams, and engages the full capabilities of the Blue Mantis portfolio to address Client needs as they emerge and evolve. This is a dynamic and highly influential role, valued by Clients and Blue Mantis. The Director of Client Success Management is responsible for driving high levels of Net Promoter Score (NPS) and Net Retention of long-term contract-based Clients. NPS targets will match top-tier provider results, and Net Retention will ensure that Blue Mantis contract-based Clients grow with us in a programmatic and intentional way. The Director of Client Success Management is responsible for prioritization, escalation management, contract and operational issue resolution, as well as coaching and guiding direct reports. This leader is calm, clear-headed, and demonstrates a high-level of emotional intelligence while interacting with Clients and internal stakeholders.

Requirements

• Minimum five years’ prior experience with MSP and / or CSP.
• Minimum 5 years of prior experience with Client Success Management in a leadership role, or equivalent.
• Power user of Business Intelligence reports (preferably Microsoft PowerBI and ServiceNow).
• Experience working with Clients on business solutions during steady state and during escalated issues.
• Previous experience optimizing workflows and implementing process improvement.
• Superior technical and business problem-solving skills and judgement.
• Demonstrated teaming skills working collaboratively with peer leaders across the company.
• Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and Clients at all technical levels.
• Ability to prioritize and manage competing demands.

Nice To Haves

• AWS, Azure, and Security certifications or accreditations preferred.
• BS Degree in Business or a Technology related field preferred.

Responsibilities

• Client Service and Client Experience excellence above any other responsibility.
• Partners heavily with peer group delivery leadership on service optimization and client needs.
• Builds systems and teams of scale for a growing organization.
• Builds a strong working knowledge of Blue Mantis service offerings models for delivery.
• Maintains relevant working knowledge of Cloud, Security, and Digital trends.
• Engages with subject matter experts in a credible and helpful way, driving efficiencies, improvements, and standardization where possible.
• Establishes and manages Client Success Management meeting cadence with assigned Clients and stakeholders, ensuring accurate and meaningful KPI reports are reviewed and understood.
• Acts as a liaison among sales, Solution Architects, technical support teams to ensure a cohesive experience for our Clients.
• Is an escalation point for Clients, Blue Mantis team members, and partners with respect to delivery issues and overall quality.
• Engages with Clients to understand emerging and evolving requirements and then coordinates with appropriate Blue Mantis stakeholders and subject matter experts to propose solutions related to new or expanded service requests.
• Generates relevant KPI and status reports and provides recommendations on how Clients can optimize their IT Operations and Managed Cloud environments.
• Uses experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment.
• Creates, updates and maintains training documentation and knowledgebase articles to increase first level resolution of his or her team.
• Analyzes business processes and collaborates with sales, technical support and operations to identify opportunities to streamline processes.

Benefits

• Compensation: $180,000 - $200,000 / year
• Remote work flexibility
• Occasional travel (approximately <25%)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1-10 employees