Client Success Manager

Flexible WFH/Office

Intrust IT Position Summary

Intrust IT is searching for eager, empathetic, and purpose-driven Client Success Manager to join our growing team. Come join a company voted one of the best places to work in Cincinnati and enjoy a culture of transparency, engagement, and ownership. Client Success Managers are the integral key to our best-in-class IT services. Each CSM plays a vital role in helping our local small to medium-sized clients leverage technology to successfully operate their businesses, every day. Intrust IT is the landing place for those seeking to hone their passion for technology into a career, not the jumping-off point.

You should apply if the following statements are true:

• A people person with excellent interpersonal skills. Talking to strangers comes naturally to you.
• Ability to build strong internal and external relationships. Success in the role means balancing the needs of the customer with the business and the people in it.
• A complex problem solver. You thrive on developing solutions to problems that haven’t been solved and have a proven troubleshooting methodology.
• A flexible team player. You embrace collaboration with others and don’t mind shifting gears at a moment’s notice.
• Someone that takes pride in ownership. You care deeply about what the quality of your work represents and are highly detail-oriented.
• Impassioned learner. You value providing and receiving training, coaching, and feedback.
• Believe that busy is good. You aren’t afraid of hard work or working hard and thrive in a fast-paced environment.
• Understanding of technical configurations of various workstations and server operating systems, line of business applications, and Microsoft 365 including multiple configurations of Active Directory.
• Ability to effectively self-manage multiple projects or tasks simultaneously.
• Have an associate degree in a related field, and/or a minimum of 1-year relevant experience.

What you will be doing

• Answer and respond to client phone calls, e-mail, and chat requests.
• Collaborate with the service desk, engineer, and internal teams to provide timely support for client requests.
• Occasionally travel to client sites.
• Identify technology trends and collaborate with team members to provide proactive solutions for reoccurring issues.
• Participate in financial literacy training and open-book management process.
• Participate in company-wide & team-specific meetings.
• Working with Service and Internal Sales Team to make recommendations for hardware replacements and core infrastructure efficiency/configuration changes focusing on the best interest of the client's needs for technology improvements.
• Verifying and maintaining client agreements to ensure their accuracy for billing.
• The primary point of contact for client communications and incident response.
• Following client projects (internal and external) while providing updates to clients as needed.
• Identify Service Delivery issues/needs with clients and informing Service Delivery of any feedback received from clients or opportunities for improvement identified.
• Verifying and maintaining client agreements to ensure their accuracy for billing.
• Meeting on a quarterly basis with clients to review and anticipate technology needs.
• Working with Service and Internal Sales Team to make recommendations for hardware replacements and core infrastructure efficiency/configuration changes focusing on the best interest of the client's needs for technology improvements.
• Coordinating with 3rd party vendors on behalf of the client. Some examples would be; Telcom, Cabling, Software, Security, etc.
• Client interactive training that will provide client efficiencies to interact with IIT Service Delivery Team, Security Awareness, and M365 features.
• Work together in harmony with respect for each other's contribution towards our shared goals as a company.

Besides money & benefits, what’s in it for you?

Since our financials are completely open, you would know that the company is healthy, and your job is secure. You would understand how your contributions to the company make it better and improve the finances of the company. The better the company does, the better you would do because you would share in the profits that Intrust makes, every quarter.

You would also find that going to work every day can be fun and something to look forward to! This might all sound impossible, but we guarantee that this is all true. In fact, if you are hired at Intrust and determine in the first 30 days that anything you are told about the job is not true and that it isn't the place for you, then we pay you a $2,500 bonus to quit. That's right: $2,500 to just walk out the door. So, if this sounds like the place you want to work, don't wait any longer. Apply today!

Position: Client Success Manager
Type: Full-time, Salary Non-Exempt
Location: 9850 Redhill Drive, Cincinnati, OH 45242
Benefits: PTO, Health, Dental & Vision Insurance, 401K, Bonus Plan, Profit Sharing, Employee Stock Ownership Plan