The primary objective of the Client Success Manager (CSM) is to be a proactive customer service liaison for XPERTECHS clients.

As part of the Client Services division, the role works closely with Client Technology Advisors and the Client Strategy group to fulfill the division’s mission to ensure each client receives the best service, support, and experience XPERTECHS can provide.

The Client Success Manager maintains consistent communication with their clients, facilitating timely service delivery and helping ensure perceived value and a positive experience.

The Client Success Manager is responsible for a subset of XPERTECHS client accounts. Open communication with these clients is a vital component to success in the role. The CSM will be highly available and responsive to inbound communications from their clients, and will maintain routine check-ins, ensuring that topics and concerns are addressed, and loops are closed.

While not directly responsible for resolving technical issues faced by the client, the Client Success Manager is responsible for making sure the issues have been handed off to the appropriate XPERTECHS team and are addressed in a timely manner.

The CSM should be consistently looking for ways to improve their clients’ experience and interactions with XPERTECHS, and creative solutions to improve their day-to-day experience with technology.

CSM’s will deliver insights and recommendations to the Client Services team to improve the customer experience based on their interactions with clients.

The Client Success Manager is responsible for keeping day-to-day accountability materials and metrics updated. This includes CSM playbooks, client dashboards, and key performance indicators.

To ensure visibility and a complete understanding of their clients’ overall health, the CSM will regularly review client services, support tickets, and projects with the Client Services, Service Desk, Engineering, and Professional Services teams.

The Client Success Manager is part of an integrated team of service delivery professionals. Working within this team approach is critical to the success of this role. Communication between and across teams is critical to providing the client with superior value and a positive experience.

Essential Duties

· Maintain a consistent communication schedule with clients.

· Regular reviews of service delivery with clients.

· Set and manage client expectations.

· Identify risks and develop solutions with the Client Services team and other internal teams and resources.

· Develop a deep understanding of their clients to help develop and improve service delivery and client experience.

· Regular participation in client strategy meetings and huddles.

· Develop and maintain client service dashboards.

· Develop and maintain role processes, playbooks, templates, forms, and dashboards.

Skills and Abilities

· Excellent oral and written communication skills.

· Comfort and confidence in face-to-face interactions with senior leadership positions internally and externally.

· Strong ability to manage time effectively in a dynamic environment.

· Good analytic and problem-solving skills.

· Ability to independently perform at a high level with minimal supervision.

· Ability to work and collaborate seamlessly with an integrated team comprising all aspects of IT Managed Services.

Emotional Demands

The Client Success Manager must be emotionally mature and be able to handle difficult and complex client and work-related situations. Candidates must possess strong problem solving, conflict resolution, and interpersonal skills. They must be self-driven and possess a positive mental attitude. 

Client Relationship Management

 The Client Success Manager establishes and builds relationships with clients, applies knowledge to the business and provides personalized, value-added service. The CSM demonstrates willingness to meet or exceed needs of clients by pursuing improved courses of action, delivers products and services that best serve client needs, uses client feedback as a basis for improving service, and performs necessary follow-up work without being prompted.

Collaboration and Teamwork

The Client Success Manager creates commitment to common goals, identifies competing interests, and finds ways to balance them. The CSM values contributions of all team members and other constituencies, values team accomplishments over individual accomplishments, leverages others’ strengths and experiences to achieve team goals, co-operates with colleagues, and shares resources.

Education and Experience

· Bachelor’s Degree or higher strongly preferred.

· 5+ years of customer service experience preferred.

· 3+ years account management experience required.

· Business process experience required.

· Experience and comfort working in a fast-paced environment.