Technical Customer Success manager

Northern Technologies Group, Inc.•Tampa, FL

About The Position

Position Summary Ready to leverage your technical expertise beyond the tools and into client strategy, solution design, and revenue impact? The Technical Customer Success Manager (TCSM) is responsible for maintaining and growing the relationship with customers who have purchased products or services from NTG, and for customers the sales team has transitioned to operations for ongoing support & maintenance. This typically includes Managed Services contracts, Professional Services contracts (SOWs, ODSAs) and IT products. The TCSM’s primary focus is to ensure that NTG is delivering on our contractual obligation and to upsell the customer for more products and services.

Requirements

Bachelor’s degree in business administration, sales and marketing or related field.
Three to five years of sales experience in IT or Managed Services, ideally within a multi-client MSP environment.
Three to five years of IT infrastructure experience.
Proficient in PowerPoint, Word, Excel, and ITSM or Service Ticket platforms.
Customer-facing personality & effective communicator.

Responsibilities

Responsible for day-to-day communication with the customer regarding their support
Updating customer contacts, locations, names, etc.
Ensuring important operational account details are input into the ITSM tool.
Ensuring operational support workflows are effective in tracking the delivery of services to the customer in a timely manner (to include monthly reporting, QBR’s, Weekly status meetings, etc.).
Responsible for targeting and farming new/additional Managed Services, Professional Services, and software/hardware product for the customers assigned.
Regular status meetings with the customer and Service Delivery Manager (e.g.: Weekly Meetings).
Utilizing the ITSM platform to drive additional customer work.
Engaging with the Service Delivery Manager and the PMO to ensure new opportunities with the CSM’s assigned customers are documented and executed in a timely manner.
Working directly with customers via face-to-face interactions/meetings.
Working with Engineering, Service Delivery and the PMO to validate the CSM’s assigned customers’ environments stay up to date.
Substantiate that NTG is making the best recommendations possible (driven through Weekly Meetings, QBR’s, Internal Engineering and Service Delivery meetings, etc.).
Working in conjunction with the Director of Sales to create SOWs, Proposals, and other associated sales-related documentation
Proposal creation for Managed Services opportunities
Working with PMO to schedule technical resources when needed
SOW creation, sending and following up for professional services
Recording customer requirements and setting up customer meetings to capture overall Level of Effort
Meet assigned KPIs targets for follow-on revenue over and above original booked recurring revenue, regular meetings, related proposals, SOWs, and product sales.