What are the responsibilities and job description for the Lead Customer Success Manager position at Tech-Keys?
About The Position
At Tech-Keys, we are looking for a strategic and dynamic Client Success Team Lead to join our growing team and enhance the client experience. In this role, you will manage a team of client success professionals, ensuring that our managed IT services meet the needs of our clients while driving satisfaction, retention, and growth. Your leadership will be crucial in overseeing service delivery, aligning internal teams, and nurturing long-term client relationships. If you are passionate about client success and thrive in a fast-paced environment, this is the role for you.
Qualifications & Skills :
Education :
Bachelor’s degree in Business, IT, or a related field. Relevant certifications are a plus.
Experience :
3-5 years of experience in client success, service delivery, or a related field in managed services or IT services.
At least 2-3 years of experience managing or leading a team in a client success or service-oriented role.
Skills :
Strong leadership, communication, and relationship-building skills.
Excellent problem-solving abilities with a customer-centric mindset.
Proficiency in customer success platforms, CRM tools, and data analytics.
Ability to manage multiple priorities and projects in a fast-paced environment.
Expected Outcomes :
Lead and inspire a Client Success team, ensuring all client-facing interactions align with our mission to deliver outstanding service and develop long-lasting partnerships.
Take ownership of client relationships, proactively managing escalations and addressing any service-related challenges to maintain high satisfaction levels.
Collaborate closely with sales, technical support, and product teams to ensure solutions are tailored to client needs and expectations.
Monitor and manage client health, overseeing onboarding, and addressing potential issues before they affect the client experience.
Foster a culture of continuous improvement by identifying upselling opportunities, expanding service offerings, and creating proactive strategies to enhance client satisfaction.
Regularly engage with clients through scheduled reviews and spontaneous check-ins to ensure their evolving needs are met and relationships are maintained.
Ensure accurate client documentation and maintain up-to-date information for internal teams regarding client-specific requirements and challenges.
Hold accountability for the quality and consistency of service delivery to your client portfolio, ensuring high-value, results-driven outcomes.
Uphold company policies, best practices, and compliance requirements, ensuring high-quality service delivery.
Compensation & Benefits :
90,000-$110,000 based on experience
Proven experience in leading, mentoring, and developing a high-performing client success team.
Strong background in client relationship management with a track record of building and maintaining trusted partnerships with key client stakeholders.
Deep understanding of managed IT services, including cloud solutions, IT infrastructure, and service-level agreements (SLAs).
Excellent communication skills, both written and verbal, with the ability to effectively interact with clients and internal teams across various levels.
Strong analytical abilities to review client data, identify trends, and drive improvements in service delivery.
Exceptional problem-solving skills with a proactive, customer-first approach to resolving complex issues.
Experience with CRM platforms, customer success tools, and data analytics to track and report on client health and satisfaction.
Ability to manage multiple priorities simultaneously in a fast-paced environment while remaining organized and focused.
Previous experience in managed services or IT services is highly preferred.
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