What are the responsibilities and job description for the Customer Success Manager for IT Consulting Firm position at Perform?
We are looking for a dynamic and customer-centric individual to join our team as a Customer Success Manager at our IT Consulting Firm. In this role, you will be instrumental in nurturing client relationships, ensuring their satisfaction with our services, and driving long-term value realization.
Key Responsibilities for Customer Relationships
- Maintain proactive communication with 20 clients, ensuring their needs are anticipated and met.
- Support 200 staff augmentation resources working at various clients.
- Develop and implement customer success plans tailored to each client's business goals.
- Conduct regular check-ins and performance reviews with clients to discuss progress and gather feedback.
- Resolve issues related to client resources through performance improvement planning and execution.
Client Engagement and Retention
- Identify opportunities for upsell and cross-sell based on client needs and industry challenges.
- Foster a positive relationship with clients by addressing their inquiries and resolving issues swiftly.
- Organize and conduct client training and onboarding sessions to enhance product utilization.
- Gather and report on KPIs relating to Customer Success and Client feedback
- Create, update and present Governance and Quarterly Business Reviews for and with clients.
Collaboration with Internal Teams
- Work closely with sales and product teams to ensure seamless client transitions from sales to service delivery.
- Provide feedback to technical teams on client experiences and potential areas for improvement.
- Conduct regular check-ins with consultants in conjunction with internal People & Culture team to discuss progress and gather feedback.
- Contribute to the development of support materials and documentation for clients.
Required Skills and Experience
- 10 years of experience in a Customer Success, Account Management, or related role in the IT industry.
- Excellent communication skills with a strong ability to present complex concepts to diverse audiences.
- Proven track record in building strong client relationships and delivering client-focused solutions.
- Exceptional organizational skills and ability to manage multiple client accounts effectively.
- Experience with CRM software and customer success tools.
- Bachelor's degree in Business, Information Technology, or a related field.
Preferred Qualifications
- Experience in IT consulting or technology services.
- Proficiency in data analysis and experience using data to inform decisions.
- Knowledge of current market trends and challenges faced by enterprise clients.
Join our team and be a catalyst for success in helping our clients achieve their business objectives through innovative IT solutions. We are committed to fostering a collaborative and empowering work environment that thrives on diversity and inclusivity.
If you are interested in this opportunity and meet the qualifications listed above, please submit your resume and a brief introduction video.