CUSTOMER SUCCESS MANAGER

Description

CUSTOMER SUCCESS MANAGER

Department: Sales

Billable Hours Goal: N/A

Position Type: Full Time

Travel Required: Minimal as needed

JOB SUMMARY:

The Customer Success Manager (CSM) is the main customer service point of contact for our clients after they have been on boarded for the first 60 days. The CSM is responsible for selling the wide range of software, hardware, and services that ComTec offers to our clients. On a daily basis the CSM communicates with our clients via phone, email, or in person, helping them obtain quotes, work through customer service issues, and helping them grow their business by better utilizing our solutions. The CSM meets with assigned clients quarterly to make sure they are getting the most out of their relationship with ComTec in a seamless service experience.

REPORTS TO: Director of Sales

DIRECT REPORTS: None

ESSENTIAL FUNCTIONS:

• Maintain continual dialogue including Quarterly Business Reviews with named accounts to ensure high level of satisfaction and loyalty
• Find and nurture opportunities to achieve sales goals
• Develop and manage sales pipeline sufficient to meet sales goals
• Coordinate with pre-sales and professional technical services teams
• Work closely with customers and ComTec staff to perform a proper needs analysis and make recommendations for new products or services as well as strategic technology direction
• Determine performance of existing Managed Services contracts and prepare contract renewals
• Manage opportunity, quote, purchasing and receiving processes ensuring timely solution implementation
• Act as liaison between customer and internal departments to ensure issues are being addressed and solved
• Follow up with customers on tickets that are “waiting customer”

ADDITIONAL RESPONSIBILITIES:

• Maintain customer relationship management (CRM) database
• Maintain vendor accounts and negotiate the best cost for goods sold
• Gain and maintain in-depth knowledge of our products and technologies, competitive products and industry trends
• Build and maintain relationships at the “C” and “VP” levels of the defined target customers
• Maintain daily timesheet and expense report entries and submit them accurately and timely

Requirements

TECHNICAL SKILLS:

• Basic understanding of:
• Microsoft Windows Server Operating Systems
• On Premise Microsoft Exchange and Microsoft Office 365
• Enterprise class backup solutions
• Microsoft Client Operating Systems
• Epicor ERP modules, capabilities, and features
• Knowledgeable of various server/workstation peripherals such as USB/NAS drives
• Knowledge of Managed Services product offerings and configurations
• Working knowledge of HP and Dell equipment; general understanding of storage solutions

SOFT SKILLS & ABILITIES:

• Strong written and verbal communication skills
• Ability to react positively and effectively in a high pressure environment
• Self-motivated, positive attitude, and able to work well individually and within a team atmosphere
• Pleasant and professional demeanor in all client and internal communications
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Independent worker and able to work effectively on daily tasks without direct supervision
• Strong organization skills and ability to operate efficiently throughout daily tasks
• In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
• Work well with clients at all levels
• Operates with client satisfaction in mind

EDUCATION, EXPERIENCE, & KNOWLEDGE:

• Background in customer service is a must
• Bachelor’s Degree in Business or related field preferred
• Experience within the technology industry is required

WORK ENVIRONMENT/PHYSICAL DEMANDS:

• Use of computer and office equipment
• Performs all administrative functions expected at this level

ADDITIONAL REQUIREMENTS:

• Ability to schedule for evening or weekend work occasionally
• Valid driver’s license in your state of residence and reliable personal vehicle

DATE CREATED/REVISED: October 2019

Salary : $31 - $41