Benefits:

401(k)

Dental insurance

Health insurance

Paid time off

Profit sharing

Vision insurance

Job Summary The Customer Success Manager (CSM) and Project Coordinator (PC) role is pivotal as the primary contact and trusted advisor able to partner with prospects and clients to identify innovative solutions to meet business objectives and goals. The CSM/PC acts as an advocate for their business objectives, able to help them with IT challenges so they can achieve their desired goals. The CSM/PC ensures our clients receive personal attention, support, and are provided with a positive client experience. The CSM/PC ensures that our client projects are being planned, managed and executed upon correctly and effectively.

Primary Duties/Responsibilities

Serve as the lead point of contact and client advocate for assigned client accounts

Develop trusted advisor relationships with key accounts and customer stakeholders

Develop understanding of client business objectives, IT priorities, and initiatives

Schedule and meet regularly with assigned clients

Maintain client contracts in coordination with supervisor

Collaborate on, construct, review, and present statements of work (SOW), project SOW, and product/service proposals

Provide internal feedback on how to better service our clients

Coordinate with team resources to provide a positive client experience

Coordinate with team resources to provide a successful project implementation and active communication

Ensure the timely and successful delivery of our solutions according to customer needs and objectives

Develop new business with existing clients and identify areas of improvement

Proactively manage day-to-day client needs, reporting progress to managers, and identifying new business opportunities across the client’s full range of operations

Assist with challenging client request or issues escalations as needed

Effectively advise and convey technical ideas, issues, and solutions to a technical and non-technical audience

Some travel required as necessary for client meetings

Primary Systems: Autotask/Datto PSA, Datto RMM, Datto Commerce, Microsoft 365, Microsoft Azure, Microsoft Server, Azure/Active Directory

Position Requirements

Minimum 2-year Degree in Information Technology, Business, or applicable major(s)

Minimum 3-5 years’ experience in a position with similar responsibilities of those required for this position

Client-focused with excellent communication skills – verbal and written

Excellent time management

Experience with customer services management, information technology project coordination, multi-tenancy or customer environments

Experience preferred with Microsoft 365/Azure Suite, cloud services administration, Autotask, Datto

Ability to work in a fast-paced deadline-oriented environment

A registered vehicle and a valid Driver's License

Flexible work from home options available.