Director of Client Success

iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a skilled and experienced Director of Client Success to join our Consulting team. iT1 has been ranked as one of Arizona's Best Places to Work for the past 12 years running in the Small Business category. This role is an exciting opportunity to continue your career in the IT consulting and managed services world. You will be exposed to many of the top technology offerings in the market and can work with some of the most talented engineers in the country.

Are you passionate about fostering exceptional customer relationships and driving business growth? We are seeking a dynamic and experienced Director of Client Success to join our team. In this pivotal role, you will be responsible for ensuring our clients achieve maximum value from our services. You will lead a dedicated team of Client Success Managers and work closely with cross-functional teams to deliver unparalleled service and support. If you are a strategic thinker with a proven track record in client success, we want to hear from you!

Requirements

Leadership & Team Management:

• Lead and mentor the Client Success team, ensuring they have the skills and support necessary to drive exceptional service
• Establish clear team goals and performance metrics and foster a culture of continuous improvement and customer-first thinking
• Provide ongoing coaching, feedback, and development to team members, fostering their professional growth
  
  
  

Client Relationship Management:

• Build and maintain strong, lasting relationships with key clients, acting as their trusted advisor and advocate within the company
• Participate in the onboarding process to ensure smooth transitions from sales to service delivery
• Proactively monitor customer health and satisfaction, addressing any issues or concerns to ensure long-term success
• Serve as communication interface between the customer, the sales team, services teams, and any other involved
• Develop and implement customer retention strategies, aiming to minimize churn and maximize customer loyalty
  
  
  

Strategy & Execution:

• Develop and execute the overall customer success strategy in alignment with company goals and objectives
• Provide guidance through short- and long-term strategic planning; continuously being mindful of where iT1 IT may contribute to the customer's long-term business success
• Analyze client feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience
• Collaborate with Sales, Services, and Operations teams to ensure client needs are being met and anticipate future requirements
  
  
  

Performance Metrics & Reporting:

• Establish and track key performance indicators (KPIs) for client success, including Net Promoter Score (NPS), customer retention rates, and customer satisfaction
• Regularly report on customer success initiatives and team performance to senior leadership, providing actionable insights
• Develop and manage a system for customer feedback, ensuring timely and effective response to concerns
  
  
  

Process Improvement & Innovation:

• Continuously evaluate and refine the client success processes and workflows to increase efficiency and enhance the customer experience
• Stay up to date on industry trends, emerging technologies, and best practices to continuously improve service offerings
• Collaborate with the Product team to identify customer-driven improvements and influence the product roadmap. 
  
  
  

Job Qualification Requirements

Education and Experience:

• Bachelor's degree in Business, IT, or a related field preferred
• MSP specific experience strongly desired
• 7 years of experience in Client Success, Account Management, or a related field, with a proven track record in leadership and customer retention
• Experience in IT services or technology-related industries is preferred
• Demonstrated success in managing cross-functional teams and building strong client relationships
  
  
  

Skills & Abilities:

• Strong leadership and team management skills with the ability to motivate and inspire a high-performing team
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders
• Analytical mindset with the ability to analyze customer data, identify trends, and make data-driven decisions
• Proven ability to handle complex customer situations and resolve issues efficiently and professionally
• Strategic thinker with the ability to align customer success initiatives with business goals
  
  
  

Personal Attributes:

• Client-centric mindset with a passion for delivering exceptional service
• High level of integrity and professionalism
• Adaptability and resilience in a fast-paced, dynamic environment
• Strong problem-solving abilities and a solutions-oriented approach.
  
  
  

Preferred Certifications

• Any technical certifications preferred, but not required
  
  
  

Physical Demands

• Sit at a computer for 8 hours per day
• Keyboarding for 8 hours per day
• Near Vision (working with small objects or reading small print)
• Speaking (communicating information to clients / coworkers)
• Hearing Requirements (In person speech, telephone, other sounds)
• Occasional travel as needed
  
  
  

Job Location

• If local to Tempe, AZ, onsite/hybrid
• If located outside of reasonable commute, remote
  
  
  

Benefits

• Medical, dental, and vision benefits with highly subsidized premiums
• Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
• 401(k) Plan with employer match
• Onsite Fitness Center
• Onsite Monthly Massages