HIGHLIGHTS Location: Orlando, FL Position Type: Direct Hire Hourly / Salary: BOE
Our client is looking for a Customer Success Manager to join their team!
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.
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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