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Customer Success Manager

• Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn.
• Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction.
• Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8.
• Monitor customer agreements and help manage change requests and approvals as needed.
• Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures.
• Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities.
• Ensure customer contact information is updated and kept current in Salesforce and ConnectWise.
• Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback.
• Collaborate with Marketing to develop customer appreciation initiatives and engagement activities.
• Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention.

Engineer

• Manage the status of open tickets and complete technical and operational tasks to resolve issues and close tickets efficiently and correctly
• Work tickets based on SLA priority and expiration and update tickets daily
• Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
• Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed)
• Deliver outstanding customer service on-site and remotely to customers
• Communicate progress and advise customers on account status, and changes, make suggestions, serve as coach regarding products/services and through processes
• Communicate and strategize with POD members on high-priority problems, critical status changes, customer matters, call aging, and training
• Based on customer and company needs, work after hours and on weekends for scheduled projects and in emergency situations
• Configuration, deployment, and installation of end-user workstations and client computers
• Installation of hardware to desktops, laptops, and servers. Including ram, storage drive, and graphics upgrades
• Preparing and staging network devices (servers, switches, firewalls) for remote configuration
• Create and Maintain client standard operating procedures for computer builds

Customer Success Manager

Managed Services Engineer I