CSM

POSITION SUMMARY

As a Client Success Manager (CSM), you will be a valued member of the team and a trusted adviser to our clients by learning their business needs and identifying how technology can help facilitate key business objectives and leverage it in a strategic manner.

Location: Optimal office, onsite (DC Metro area)

Scheduled Weekly Hours: 40 (Full-Time)

Reports to: CSM Team Lead

RESPONSIBILITIES

• Ensure exceptional service delivery and client satisfaction for an assigned set of clients.
• Own outcome delivery to clients, including the full lifecycle from on-boarding to service operations, by understanding the client business success criteria, issues and problems.
• Uses consultative skills and understanding of technology to explain how Optimal addresses business requirements and objectives
• Work closely and collaborate with other teams at Optimal to improve service delivery.
• Identify areas of improvement when technology can assist client in achieving desired outcomes and play a central role in developing the roadmap and strategy for identified initiatives
• Perform regular risk and trend analysis to help clients identify and mitigate any risks associated with their technology.
• Validation and tracking of value delivered and outcomes expected by the delivered solution solution(s)
• Delivery scheduled reporting to clients highlighting service performance and initiative progress, including service reporting, Quarterly Business Reviews etc.

ATTRIBUTES

Client-focused - You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.

Attention to detail - You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.

Flexible -You adjust to changing priorities and operate effectively in a fluid environment.

Scrupulous, Ethical, and Honest - You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.

Team player - You have a proven track record for getting results by building strong relationships and partnerships, both with outside clients and internal staff. You promote accountability, foster trust, and are responsive to concerns or questions.

Collaborative - You readily share information and understand that due to working with a variety of clients in different kinds of technological environments, you need to document client issues, needs, and records of work. You also know how to bring the right internal resources together to drive results for your clients.

SKILLS, QUALIFICATIONS AND EXPERIENCE

SKILLS

• Exceptional client facing skills and can provide outstanding service and support
• Excellent communication (verbal and written), interpersonal business management, time management, and developmental skills.
• Well-developed stakeholder management skills with an ability to get the right recommendations into the right hands to ensure timely completion and get executive buy-in.
• Strong multi-tasking skills and the ability to manage and stay on top of multiple competing priorities.
• Proven client service and problem-solving skills, working directly with clients.
• The ability to serve as a service escalation point as needed to the team.

QUALIFICATIONS

• BS/BA degree (desirable)
• Well versed in stakeholder management skills with an ability to get the right recommendations into the right hands to ensure timely completion and get executive buy-in.
• Exposure to technical support or IT services (desirable)
• Well-developed strategic thinking skills, business acumen, creativity, and passion for providing high level strategic consulting to an assigned set of corporate and enterprise clients.

EXPERIENCE

• 4 year experience in providing service delivery oversight and client engagement in IT services (preferably within an IT Managed Service Provider)