Simplify Logo

Full-Time

Client Success Manager

Confirmed live in the last 24 hours

AHEAD

AHEAD

1,001-5,000 employees

AWS platform consulting company

Junior, Mid

Richmond, VA, USA

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Sales
Communications
Management
Word/Pages/Docs
Customer Service
Excel/Numbers/Sheets
Requirements
  • Good understanding of IT Service Management processes and procedures
  • Good understanding of IT Project Management principles and techniques
  • Good ability to manage change and engage team members
  • Good ability to provide direction and leadership to others
  • Good facilitation and communication skills
  • Excellent presentation skills
  • Ability to manage and escalate client issues
  • Ability to react and adjust priorities of tasks
  • Comfortable in communicating and interacting with C-level customer stakeholders
  • Proficient in MS Office: MS Word, MS Excel, MS Power Point
  • 2-4 years of relevant IT Service Account Management experience
  • ITIL Foundation Certification desired
  • PMI Project Management Professional (PMP) certification is a plus
  • ServiceNow experience is a plus
Responsibilities
  • Act as a customer advocate
  • Ensure customer Service Level Agreements / Service Level Objectives are met
  • Coordinate renewing Managed Services contracts
  • Grow existing contract values through cross-selling and up-selling
  • Build strong relationships with key customer staff and teams
  • Lead onboarding activities for new Managed Services customers
  • Drive process improvements to increase customer satisfaction
  • Translate and drive prioritization of customer requirements
  • Be an active member of the change advisory board
  • Report, communicate, and update relevant stakeholders on service operations
  • Assist with the development and improvement of the services organization
  • Lead and manage recurring Technical Assessments
  • Participate in business reviews with customers and sales team
  • Support and conduct self in a manner consistent with customer service expectations
  • Manage Root Cause Analysis and participate in Priority events
  • Be onsite 3-4 days per week in Richmond, Virginia

Company Stage

N/A

Total Funding

N/A

Headquarters

Bengaluru, India

Founded

2007