Customer Success Manager

About Us:

NetGain Technologies has been a trailblazer in IT services and solutions since 1984. Our commitment is simple – we provide end-to-end technology services to ensure our local business communities thrive. We are known for our people-centric approach and are focused on technology-driven growth. We set ourselves apart from the competition by employing great people whose focus is on our client’s success in a 24x7x365 operation. As one of the largest MSPs in the region, we offer end-to-end technology solutions for SMBs with one of the deepest benches of engineering talent in the industry. We are strategically positioned across six regions in five states and are consistently ranked as a top managed services provider by Channel Futures since 2008 and have been recognized as the best place to work in Kentucky for eight consecutive years.

Position Summary:

As a Client Success Manager, you play a pivotal role in our clients' success. You will be charged with ensuring client retention while also uncovering areas of growth that are mutually beneficial for our clients and NetGain. This role is about forging strong relationships, understanding the unique IT environments of each assigned client, and being the bridge between our clients’ needs and our company’s goals. At NetGain, we only win as a team, and this position is a key linchpin. This position will report to the Director of Client Success.

Key Responsibilities:

1. Onboarding: Manage the client onboarding process from contract endorsement to the first executive business review and beyond.
2. Contract Management: Seamlessly manage the client journey with responsibility for the full client lifecycle, including renewals and price increases. Must be able to utilize internal CRM and other relevant software to document and facilitate this process. A successful candidate will possess a keen attention to detail and a sense of urgency to facilitate timely and accurate client tracking, reporting, and documentation management for all clients.
3. IT Consultation: Engage with clients to understand their business objectives and how IT can support those goals, guiding them in drafting a long-term IT roadmap and budget. Create and oversee strategic plans, presenting transformative IT solutions that elevate how clients conduct their business.
4. Client Reviews: Conduct executive business reviews (EBRs), and constantly have a pulse on the client relationship.
5. Communication: Engage proactively with key client decision-makers, ensuring their needs are addressed and expectations are met.
6. Cross-departmental Champion: Work with Marketing, Sales, Finance, and Operations to ensure our clients are not only happy with our services and support but serve as promoters of the business. Will work closely with Operations team to help facilitate client escalations and trouble tickets. Will work closely with Sales team as growth opportunities arise that are mutually beneficial. Help drive attendance to client appreciation events, encourage participation on online review forums, etc.

Skills & Qualifications:

• Interpersonal Skills: Must possess exceptional interpersonal abilities, including self-motivation and a passion for leading and delivering top-notch IT solutions.
• Communication: Must have excellent oral and written communication skills, with an established history of executive-level/C-suite engagement and relationship-building.
• Conflict Resolution: Our partners will come to you with issues, and you must have the confidence to engage the right resources and think strategically to come up with the best path forward.
• Adaptability: In a rapidly evolving, and high-pressure environment, the ability to adjust to shifting priorities and client needs is a must.

Experience:

• Proven background working with SMB market clients, especially those in executive roles.
• Sound knowledge of IT essentials. We don’t expect you to be the engineer with all the answers for all client issues – we have those. We do expect you to ensure that your clients’ needs are taken care of and that you help facilitate the right company resources to do so.
• Previous experience in client success, account management or consultative selling role is beneficial.

Core Values:

These are table stakes for us at NetGain. Our Core Values guide every decision we make. This role is meant to create an experience that supports the values and goals of NetGain and fosters a one-of-a-kind service experience for our clients.

1. People First
2. Above and Beyond
3. Continuous Improvement
4. Extreme Ownership

Come Grow With Us!

Join NetGain Technologies and be part of a team that values talent, technology, and has a passion for driving growth. Embark on a journey where you not only grow professionally but also make a significant impact on the SMBs that fuel our local communities.

We encourage you to apply even if you feel that you do not meet all the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. NetGain Technologies encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application!

NetGain Technologies is an equal opportunity employer.