Lead Customer Success Manager - IT Services

Overview

Reporting to the Customer Success Director (CSD), the Lead Customer Success Manager is tasked with fostering successful business relationships while driving growth in Managed IT Services.

This role is pivotal in managing existing business with key accounts to achieve sales targets by increasing recurring and non-recurring services revenue.

Along with building partnerships with customer decision-makers to provide value and drive mutual success, a critical function of this role is to develop and maintain technology plans for each customer, ensuring that our services align with their strategic objectives.

Responsibilities

Essential Job Functions

• Manage key account relationships with a focus on driving growth and expanding service offerings.
• Conduct regular in-person meetings with customers to identify opportunities for growth and contribute to the development of technology plans, ensuring alignment with their evolving needs.
• Serve as the primary liaison for customers regarding growth opportunities, qualifying leads from Customer Success, Engineering, or Service Delivery teams to drive additional revenue streams.
• Continuously anticipate and assess customer needs based on industry trends and historical business activity to inform strategic decisions and technology solutions.
• Foster effective communication and collaboration within internal teams to align customer objectives and growth opportunities.
• Promote and facilitate digital transformation initiatives that align with customers' technological advancements and strategic goals, ensuring the seamless integration of our services.
• Maintain accurate and up-to-date customer information in the CRM system, leveraging this data for strategic planning and decision-making.
• Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio.

Governance :

• Be accountable to promote opportunities to continually improve standards for hardware, software, and security in the customer’s environment, ensuring the effective and efficient use of technology in enabling a customer’s organization to achieve its goals.
• Collaborate directly with the Technical Services Consultant to ensure the quality and performance of technical services for customers in the assigned portfolio, including making recommendations for service improvement.
• Be accountable to ensure all administrative tasks are completed according to company standards, including those tasks that support the effective delivery of a customer’s technical services and systems.

Self-Management :

• Plan and coordinate own / team's activities to meet deliverable commitments and quality expectations.
• Work collaboratively with other team members from different disciplines and backgrounds.
• Implement better and / or innovative ways to meet goals or overcome obstacles.
• Help to maintain a high level of customer focus within the team.
• Build expertise in key technical, functional and professional skills.
• Keep management informed and involved as issues develop.

Qualifications

• Requires at least a bachelor’s degree, or its foreign equivalent, or equivalent combination of relevant education and experience.
• 8+ years of experience in account management, outside sales of customer service with the ability to work independently providing customer service for the technical services and systems of a small and medium business.
• Ability to undertake the above responsibilities.
• A passion for Service Improvement in a Customer / Service Provider Relationship.
• Strong ability in building strategic client relationships and achieving sales targets.
• Strong business development, negotiation, and influencing skills.
• Working knowledge of ITIL Service Lifecycle and IT Best Practices.
• Deep understanding of business needs and the ability to discuss and plan for the integration of technology solutions.
• Excellent organizational skills and strong ability to manage and prioritize tasks and time efficiently for yourself and others.
• Excellent written and verbal communication skills.
• Excellent customer facing / customer service skills.
• Able to demonstrate a high degree of flexibility including shift and out-of-hours working.
• Able to manage sensitive and sometimes confidential information.
• Must be able to learn new concepts, applications, and technologies quickly.
4 days ago