Client Success Manager (CSM)

Client Success Manager (CSM)

Vacancy expired!

ANM is looking for a

Client Success Manager to join our amazing Managed Services team!

Locations: Phoenix AZ / Denver CO / Albuquerque NM

Who We Are:
ANM is a fast growing IT consulting firm focused on building long-term, customer focused relationships. We offer engineering excellence and quality customer service with a local focus. Our specialties include designing, developing and deploying solutions for enterprise networking, data center & cloud, collaboration, security, audio visual and Salesforce.

Our Benefits:
• Competitive Salary
• Full benefit packages (Medical, Dental, Vision, Life Insurance, Short Term and Long-Term Disability, Critical Illness and Accident Insurance)
• Paid Time Off
• 401K Plan
• Flexible Spending Account
• Employee Recognition Rewards
• Career training geared towards professional growth

SUMMARY OF POSITION:
ANM Managed Services supports, manages, reports, and monitors our clients' production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing proactive, reactive, preventative services, as well as serving as trusted advisors who understand our clients' environments while working as an extension of their IT Operations team. The Client Success Manager will assist with maintaining customer service with our current clients, growing business relationships, and assist with onboarding new clients. You will also be responsible for collaborating with internal teams and departments to enhance the overall delivery of our Managed Services offerings.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Support Managed Services client relationships:
  • You will develop a healthy client relationship and will work with the Managed Services team to ensure there is a clear understanding of the client’s business requirements and the scope of delivered services.
  • Provide regular updates to clients and develop open, effective communication paths; that facilitate excellent client service and business development opportunities.
• Be the client’s trusted advocate:
  • Act as the client advocate by building trust and transparency with Clients, ultimately becoming the clients trusted advisor
  • You will be required to create and present reports; as well provide updates as needed. Act as an escalation resource for the client and respond to customer satisfaction issues. Assist with monitoring KPI’s and delivering against Managed Services Service Level Agreements.
  • Manage the client life cycle, assist with client true-ups and the onboarding / offboarding of services.
• Coordinate service delivery and expansion:
  • Align client expectations with service delivery abilities
  • Coordinate with solutions architects and account managers to identify opportunities for expansion within client accounts. Work with account mangers on renewals and escalate contracts to leadership before they expire. Assist with scoping new opportunities and proposals.
• Maintain client documentation:
  • Assist with the maintenance of client documentation utilizing company tools and processes while assuming the role of account expert as it relates to Managed Services and potential client needs.
• Maintain client satisfaction and build client loyalty:
  • Demonstrate excellent client services by acting as an escalation resource, understanding client problems, collecting client feedback and acting upon it.
  • Demonstrating problem-solving capabilities as it relates to satisfaction, remaining respectful and understanding during escalations, and coordinating with internal ANM teams to ensure customer success.

REQUIRED EDUCATION, TECHNICAL SKILLS AND/OR EXPERIENCE:

• Bachelor’s degree or equivalent work experience
• 1-3 years of experience in client-facing roles
• Self-starter with ability to build relationships, manage customer satisfaction, and implement internal changes
• Experience working as a service provider delivering technology services
• Excellent verbal and written communication skills
• Ability to work collaboratively as part of a team
• Ability to work independently with minimal direction
• Project management experience; strong analytical skills including use of Excel and PowerPoint, and the ability to manipulate and analyze data.
• Strong presentation skills a must; development and presentation of content
• Ability to manage multiple sites, people and projects simultaneously while meeting deadlines is necessary.
• Knowledge of IT services, products, and IT consulting
• Strong interpersonal and organizational skills with a high attention to detail and sense of urgency

PREFERRED EDUCATION, TECHNICAL SKILLS AND/OR EXPERIENCE:

• 3-5 years in a customer facing role
• Background in IT service and product delivery
• IT Managed Services experience
• Expert level skills utilizing managed services toolsets and knowledge worker applications / productivity tools such as; ServiceNow, Salesforce, and Logic Monitor

TRAVEL:
Travel may be required for this position. Must have reliable transportation, valid driver’s license and motor vehicle insurance.

ANM is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.