Senior Client Success Manager
ANM
full-time
Posted on:
Location Type: Office
Location: Englewood • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $120,000 - $140,000 per year
Job Level
Senior
About the role
- Support Managed Services client relationships: You will develop a healthy client relationship and will work with the Managed Services team to ensure there is a clear understanding of the client’s business requirements and the scope of delivered services.
- Provide regular updates to clients and develop open, effective communication paths that facilitate excellent client service and business development opportunities.
- Be the client’s trusted advocate: Act as the client advocate by building trust and transparency with Clients, ultimately becoming the client's trusted advisor.
- You will be required to create and present reports, as well as provide updates as needed.
- Act as an escalation resource for the client and respond to customer satisfaction issues.
- Assist with monitoring KPI’s and delivering against Managed Services Service Level Agreements.
- Manage the client life cycle, assist with client true-ups, and the onboarding/offboarding of services.
- Coordinate service delivery and expansion: Align client expectations with service delivery abilities.
- Coordinate with solutions architects and account managers to identify opportunities for expansion within client accounts.
- Work with account managers on renewals and escalate contracts to leadership before they expire.
- Assist with scoping new opportunities and proposals.
- Maintain client documentation: Assist with the maintenance of client documentation utilizing company tools and processes while assuming the role of account expert as it relates to Managed Services and potential client needs.
- Maintain client satisfaction and build client loyalty: Demonstrate excellent client services by acting as an escalation resource, understanding client problems, collecting client feedback, and acting upon it. Demonstrating problem-solving capabilities as it relates to satisfaction, remaining respectful and understanding during escalations, and coordinating with internal ANM teams to ensure customer success.
Requirements
- Bachelor’s degree or equivalent work experience
- 5-10 years of experience in client-facing roles
- Self-starter with the ability to build relationships, manage customer satisfaction, and implement internal changes
- Experience working as a service provider delivering technology services
- Excellent verbal and written communication skills
- Ability to work collaboratively as part of a team
- Ability to work independently with minimal direction
- Project management experience; strong analytical skills, including use of Excel and PowerPoint, and the ability to manipulate and analyze data.
- Strong presentation skills a must; development and presentation of content
- The ability to manage multiple sites, people, and projects simultaneously while meeting deadlines is necessary.
- Knowledge of IT services, products, and IT consulting
- Strong interpersonal and organizational skills with a high attention to detail and a sense of urgency
Benefits
- Competitive Salary
- Full benefits package (Medical, Dental, Vision, Life Insurance, short-term and Long-Term Disability)
- Paid Time Off
- 401K Plan
- Flexible Spending Account
- Employee Recognition Rewards
- Career training geared towards professional growth
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementdata analysisExcelPowerPointclient documentationKPI monitoringservice level agreementstechnology servicesIT consulting
Soft skills
relationship buildingcustomer satisfaction managementcommunicationcollaborationindependenceanalytical skillspresentation skillsorganizational skillsproblem-solvingattention to detail
Certifications
Bachelor’s degree