CCS is looking for a Customer Success Leader to join our team. This person is responsible for the orderly onboarding of new clients into our Managed Services practice.

This individual is responsible for orchestrating the activities of our technical team as we move client Information Technology (IT) environments to our management.

This person will serve as the client s advocate and guide to ensure a smooth transition into our IT Support model. This person will also have responsibility for ongoing technical account management;

this includes preparing and conducting Quarterly Business Reviews and Technology Roadmaps. This role requires a solid grasp of core technological elements and their functions, account management and customer satisfaction concepts and models.

This position pays between $65,000-$90,000 annually. Pay will be based on experience.

RESPONSIBILITIES

• Client Onboarding
• Orchestrating technical resources toward the successful onboarding of new Managed Services clients. This includes :
• Installation of remote support agents
• Technical documentation of client environment
• Patching and remediation of client servers, switches and network attached devices.
• Ongoing communication with client contacts
• Managing client experience to positive outcomes
• Client user training
• Running weekly / bi-weekly onboarding status calls
• Account Success
• Communicating proactively and promptly with client, clarifying needs, and reflecting these back to the client for confirmation
• Maintaining regular check-ins with client to surface concerns and dissatisfiers.
• Work with technical team to resolve any ongoing issues or concerns in a timely manner.
• Maintenance of Key Performance Indicators (KPI s) and Dashboards for the portfolio of clients
• Quarterly Business Review and Customer Success
• Data compilation and creation of Quarterly Business Review
• Weekly compilation and distribution of Customer Success KPIs and Customer Churn dashboards
• Presentation and Delivery of Quarterly Business Reviews to client stakeholders
• Development and Delivery of client Technology Roadmaps including Infrastructure design, refresh cycles and digital transformation tactical plans
• Account Development
• Leading clients toward higher levels of Operational Maturity via the adoption of our full stack of Managed IT and Managed Security Services
• Driving IT Infrastructure upgrade projects via Technology Roadmap plans and discussions
• Coordination with Project Services and Managed Services teams

QUALIFICATIONS :

• Account Management or Technical Account Management experience in an IT organization
• Strong analytical and presentation skills, Excel, PowerPoint and Word
• Strong professional presence and verbal communication skills
• Ability to achieve results in a matrixed organization.
• Persuasive, Presentable and Professional
22 hours ago