Job Description

GENERAL JOB DESCRIPTION

The Senior Client Success Manager will be responsible for building and maintaining relationships with existing clients ensuring In-Telecom meets and exceeds expectations as their IT Vendor. They will act as a liaison between ITC and Clients to facilitate communication and collaboration. As a senior member of the Client Success team, you will play a critical role in the department's growth strategy, team development, client retention initiatives, and overall success.

DUTIES & RESPONSIBILITIES

• Client Success Leader: Model behavior exemplifying what it means to be a Client Success Manager.
• Mentorship: Assist in training and developing existing and new to role Client Success Managers.
• Captainships: Facilitate reporting and coaching business acumen across the Client Success Department.
• Client Relationship Management: Develop and nurture strong relationships with clients, including understanding their objectives, challenges, and requirements.
• Account Planning: Create strategic account plans to achieve revenue and growth targets, outlining the steps needed to meet client needs effectively.
• Product or Service Knowledge: Have a deep understanding of the products or services your organization offers to tailor solutions to clients’ specific needs.
• Proposal Development: Collaborate with internal teams to create proposals, budgets, and contracts for projects.
• Sales and Revenue Generation: Identify opportunities for upselling or cross-selling products and services to clients, ultimately increasing revenue for ITC.
• Problem Solving: Address any issues or concerns raised by clients promptly and work to find effective solutions.
• Reporting: Prepare regular reports on account status, sales activities, and forecasts for client.
• Market Research: Stay informed about changes in the IT Community, including trends, competitors, and potential opportunities.
• Collaboration: Work closely with cross-functional teams, such as sales, marketing, legal, and operations, to ensure seamless delivery of products or services to clients.

PHYSICAL DEMANDS

This position will require lifting, twisting, standing, bending, sitting or crouching at least 90% of the time. Frequent use of a phone and keyboard will be repetitive. The employee will be required to travel from time to time and must be willing to work various shifts to accommodate the needs of company events. The employee must be able to lift and carry items up to 20 pounds.

WORK ENVIRONMENT

The nature of this position will require the employee to work in various elements (Inside, Outside, Sitting, Standing, etc. and in various temperatures)

MINIMUM QUALIFICATIONS

• 3-5 years of experience in account management
• Growth mindset, with a passion for Client Success
• Extremely well organized, detailed-oriented, results driven, and highly self-motivated
• Strong analytical, decision-making, and problem-solving abilities
• Ability to balance multiple priorities and provide solutions
• Great organization and time management skills

PREFERRED QUALIFICATIONS

• Bachelors Degree in Business Administration, Marketing, or a related Field
• 3-5 years in an IT technical position with understanding of PBX, VoIP, and IT (networking, MS products, Fortinet firewalls, switches and APs, Cyber Security)
• Experience and working knowledge of MSP Environments
• 1-3 years experience working with Salesforce
• 1-3 years experience working with ticketing systems
• Previous experience in Sales

Benefits:

• Medical
• Dental
• Vision
• Life Insurance
• Supplemental Life
• Short Term Disability
• Long Term Disability
• HRA
• Simple IRA Retirement Plan
• Employee Assistance Program
• Gym Membership Reimbursement
• PTO

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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