Customer Success Manager

Calling all Customer Success Managers with a passion to drive IT growth and excellence!

We’re looking for a resourceful, responsive, and dedicated Customer Success Manager to join our Customer Success Team. As a Customer Success Manager, you will use your relationship building skills and passion for technology to help a specific set of our customers achieve their mission through technology. We will empower you with the resources and team you need to encourage our customers to think strategically about IT, to expect excellent service, and to look first to Net Friends for solutions. 

Role and Location

As a member our Customer Success Team, you’ll provide a selection of our customers with excellent client support throughout the Raleigh-Durham metro area. This role primarily works out of our headquarters in Durham, NC, but travels to customer sites in nearby counties; with core hours from 8:30 am to 5:30 pm, Monday through Friday. Customer Success Managers may be required to work outside regular business hours to meet operational needs or respond to urgent situations. This role has a base salary range of $75,000 - $100,000 and is eligible for commission.

Position Summary 

Maintaining High-Quality Customer Engagements 

• Manage customer expectations and oversee customer communications 
• Manage and maintain processes that regularly measure customer satisfaction  
• Pursue opportunities to provide services that deliver greater value and enhance our reputation 
• Perform regular general process improvement reviews and internal customer engagement quality reviews 
• Maintain and follow clearly defined procedures for initiating, cultivating, and maintaining customer relationships over time and through predictable situations 
• Collaborative teaching and mentorship approach with both clients and internal team members
• Skilled at simplifying complex IT concepts for non-technical audiences

• Maintain key information and documentation of customers within company systems 
• Ensure Management team is regularly informed of state of existing customer relationships 
• Assess staffing levels, profitability, and opportunities within each customer relationship 
• Develop and coordinate action plans to address suboptimal customer relationships 
• Perform frequent scheduled review of quotes, contracts, and agreements with customers 

• Use vendor relationships and company resources to improve overall profitability and customer service 
• Coordinate customer engagement activities involving service, project, procurement, and related activities 
• Coordinate escalations and follow-up actions on the customer’s behalf 
• Develop and improve internal communications and processes that facilitate customer engagement and support 
• Take an active role in onboarding and off-boarding of customers 

• Applies their expertise and skills to build relationships, solve problems, and sell Net Friends services and solutions 
• Excels at translating client needs into actionable technology roadmaps, encompassing projects and services
• Understands where IT and business needs intersect with each assigned customer, and show a real interest in our customer’s business and mission 
• Is a natural planner with strong organization skills, but also can readily adapt plans to unexpected events 
• Has high character and integrity, building and maintaining respect with customers and teammates alike as a trusted partner who genuinely seeks good outcomes 
• Can set expectations with a customer and understand how to avoid over-promising and under-delivering 
• Is eager to engage and encourages customer engagement, and is quick on your feet  
• Has top-notch written and verbal communication skills 
• Is able to maintain and improve processes and procedures, and is able to follow complex defined workflows  
• Has a deep understanding of CRMs, computer systems, networks, IT tools, and applications, and are passionate about staying current and learning new things 
• Consistently shows independent thinking and adaptability, with excellent problem-solving skills and ability to research  
• Proactive learner, demonstrating a strong desire to learn new skills, technologies, and methodologies

• 7 or more years of related experience in IT 
• 2 or more years of Account Management/ Customer Success Management experience in an IT support company or Managed Services company 
• Experience working with a ticketing system to track time, materials, or work effort 
• Experience working with multiple operating systems 
• Fundamental understanding of computer networking 
• Fundamental understanding of server and cloud systems 
• Fundamental understanding of storage systems

• We are an equal opportunity employer. 
• We offer a comprehensive benefit package including three medical options: Base, Buy-up and HDHP w/HSA (HDHP is free for employee-only as is Dental and Vision). 
• Employee Assistance Program (EAP) including HealthAdvocate and Perks at Work
• Company paid Life/AD&D, STD, and LTD. 
• Traditional 401K and Roth 401k plan with match.
• Generous paid days off, sick leave, and paid holidays 
• Phone and Internet Stipend 
• We believe in an open, collaborate environment that encourages you to learn, grow and succeed. 
• Dedicated training hours for career development. 
• We believe in work-life balance. 
• You are more than an employee to us; you are a [net] friend! 

Some friendly tips… 

Net Friends considers relationship-building skills, personal integrity, and thoroughly professional conduct to be just as important as technical expertise. 
We really pay attention to how you introduce yourself in your cover letter. So put your best foot forward! 

Ready to become a [net] friend? 

If you think it’s a good fit, apply online today. We’d love to meet you!  And don’t forget – this is a Sales role so please don’t forget to share your accomplishments through numbers. After all, that is a key point to how we measure success within Sales.
 

Salary : $75,000 - $100,000