Technical Customer Success Relationship Manager

Job Description

Job Title: Technical Customer Success Relationship Manager

Job Description:

Develops and implements standard processes and reporting metrics for the specific owned

process (analysis, results and in process measurement), working with Sales, Operations,

Engineering and Administration. In this capacity, the primary objective is to provide business

accountability, process improvement, relationship management, and contract compliance. In

addition, increasing the effectiveness and efficiency of specifically owned processes and

reducing the cost of doing business, while growing existing revenue.

Job Duties Include:

• Initiates “add on services’ at client locations
• Develops new processes as needed while communicating with Senior Management.
• Develops and implements reporting plans & executes strategies to align with Client goals.
• Works with Client to develop a scalable Technology Road Map for technology and communication.
• Responsible for obtaining resolution to process impediments and unforeseen challenges.
• Takes ownership of Client advocacy to drive quick resolution working with Helpdesk Management.
• Monitors Helpdesk activity to identify delayed resolution and repeat issues.
• Acts as a Customer Liaison as a primary point for Client problems, questions, or concerns.
• Coordinates with internal management to provide timely and accurate answers for the Client.
• Develops & populates data for the Annual Customer Strategy, Technology Road Map, and Quarterly Strategy Updates. (QRB)
• Holds a Quarterly MPS Partnership Reflection with each assigned Client.
• Assists with the gathering of necessary data and information for proposals.
• Maintains knowledge of new products and services that pertain to IT Services, Document Products, and Telephony.
• Cultivates relationships with Key Contacts.
• Conducts semi-annual Customer Satisfaction Surveys and develops a plan to address concerns.
• Supports Account Renewals.
  
  

Qualifications:

• Requires high school diploma; college degree is preferred.
• Requires 5-7 years of operations experience in a role with direct Client contact in a professional business setting, preferably in business technology or a related industry.
• Requires strong Team approach to business and a successful track record with self-motivation and management.
• Detailed experience with MS Excel functionality and data management. Ie. VLOOKUP and Pivot Tables
• 2 years of experience in technical support, customer success, or related roles. Technical background with functional knowledge of basic network infrastructure components, such as a server, switch, firewall, access points, and licensing.
• Provide strategic support to clients, including recommendations for software and related items.
• Collaborate with cross-functional teams to address Customer concerns.
• Develop a deep understanding of the product and services to effectively communicate feature and benefits.
• Assist in the creation of technical documentation and training materials for clients.
  
  

Skills for Success:

• Possess the ability to communicate both verbally and in writing and to effectively communicate with all levels of management, outside vendors, employees, and clients.
• Displays a strong ability for self-direction and shows a high degree of initiative with an emphasis
  
  

on personal time management.

• Possess strong Client relations skills.
• Strong ability to negotiate and set reasonable expectations.
• Strong ability to manage conflict and defuse stressful situations.
• Strong analytical skills.
• Ability to understand and analyze statistical data.
• Ability to clean data by identifying and correcting errors, inconsistencies, and inaccuracies and patterns in datasets.
  
  

Working Conditions:

• Typically works in an office environment.
• Requires frequent travel between designated Client sites; responsible for providing own transportation.
• Occasional long, extended hours may be required to satisfy account needs; requires ability to
  
  

work varied hours – up to 10 – 12 hours per day.

• A frequent volume of work and deadlines impose strain on a routine basis; new account installations, month end work, Client deadlines, assisting proposal writing and survey reviews
  
  

impose strain on a regular basis.

Job Type: Full-time

Salary: $70,000 plus commission opportunity

Benefits: Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)

Schedule: Monday to Friday (8:30 AM to 5:30 PM)

Work Location: 6111 Broken Sound Pkwy NW Ste 170, Boca Raton, FL 33487

EEO Statement:

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