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Customer Success Manager (Georgia)

Johns Creek, GA 30022

Employment Type: Direct Hire Category: Director / Management Job Number: 25248

Job Description

Customer Success Manager

Location: Alpharetta, GA
Position Type: Direct Hire
Hourly / Salary: BOE

Our client is looking for a Customer Success Manager to join their team!

Job Description

Role and Responsibilities:
  • Consultative Selling: Qualifies potential matches for Managed and Professional Services; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; Presents solutions that meet customer objectives; Manages and documents Quarterly Business Review process. 
  • Provides prospect/client guidance through short- and long-term strategic planning; continuously being mindful of where you may contribute to the client’s long-term business success. 
  • Client Service: Maintains calm, pleasant, respectful attitude, displays empathy and courtesy; Resolves difficult or emotional situations; Delivers promptly on commitments; Takes responsibility for resolving customer issues; Submits client feedback to improve service. 
  • Identifies at-risk client relationships and leads the team to correcting any identified issues.
  • Sets and manage potential clients’ expectations, and convincingly oversee the delivery of comprehensive proposals that provide ROI and to show payback justification. 
  • Ensures that clients are so satisfied that they readily agree to be strong, positive references for future clients. Proactively develop client testimonials. 
  • Build, foster, maintain, and fortify strong, positive relationships with all participants during all phases of new and ongoing projects to ensure client satisfaction. This includes all partners and all third-party service providers. 
  • Maintain overall coordination during multiple project implementations. Oversee the construction and execution of detailed client approved project plans. 
  • Serve as communication interface between the client, the sales team, services teams, and any other involved. 
  • When our primary contact changes, onboard the new person like a new client 
  • Works with Service Delivery Leadership to compile QBR reviews and applies judgement and industry knowledge to prioritize recommendations. 
  • MSP specific experience strongly desired (ConnectWise experience preferred). 
  • Gainsight / Totango / ChurnZero / or any CSM Tools
  • Communications - Verbal: Listens and repeats back for clarification; Communicates in understanding manner; Adapts tone and style to individual; Communicates clearly with all audiences; Demonstrates effective presentation skills; Presents persuasively when appropriate. 
  • Communications- Written: Writes in an understandable manner; Communicates clearly and efficiently; Adapts writing style to audience. 
  • Checks work for spelling and grammar; Incorporates numerical data effectively; Formats documents for quick review. 
  • Business Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. 
  • Negotiation Skills: Clarifies interests and positions of all parties; Adjusts tactics to achieve desired results; Manages conflict, manipulation, and strong emotions; Develops alternative options for mutual gain; Builds consensus through give and take; Maintain knowledge of solution pricing policies and sales initiatives. 
  • Demonstrated Sales Skills: Achieves sales goals; Overcomes objections with persuasion and persistence; Maintains customer satisfaction.
  • Maintains records and promptly submits information; Displays tenacity with the ability to handle rejection. 
  • Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit. 
  • Time Management: Plans how to achieve key priorities weekly; Reviews results of time plans weekly; Schedules time realistically; Achieves key priorities daily; Balances personal and professional objectives 
  • Relationship builder: Builds ongoing business relationships with prospective clients and with new and established clients based upon personal integrity and achieving proposal goals. 
  • Motivator: Leads by example with a positive, achiever attitude resulting in results-rich, enjoyable client, manager, and staff work environments. 
  • Leadership: Mentors
Qualifications and Education Requirements:
  • A four-year degree from an accredited college or university is required. Certification from recognized project management institutions is preferred. 
  • 5+ years in an IT Business related role working with C-Level and IT Management. 
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