Technical Account Manager / Client Success Manager (CSM)

Vertikal6 provides outsourced managed IT services to a wide variety of clients in the SMB and mid-market space. Teams work together to provide all aspects of IT, including service desk, network infrastructure monitoring, professional services, strategic direction, security consulting, software development, and more.

The CSM is the primary point person responsible for the IT Services delivered to their assigned clients. They are responsible for developing a positive client experience and fostering healthy working relationships. They help clients optimize the use of our services and ensure they can achieve their goals. The CSM has both a technical and customer service role, is a problem solver, and is focused on client retention.

As a full-service IT consulting company, Vertikal6 provides managed IT services to help businesses maximize revenue and uptime. As one of Providence Business fastest growing & innovative companies in 2019 and 2015-2023 Best Places to Work, we understand the importance of a strong team.

Who are you?

The successful candidates must embrace technology, be career-minded, have excellent communication skills, a great attitude, and a strong work ethic. You are the right candidate if you:

• Are personable and skilled at developing relationships, building trust and lifelong customers
• Have 5 years in the IT industry with a wholistic understanding of developing business-driven technical solutions
• Have a solid understanding of servers, switches, firewalls, and other cloud-based infrastructure.
• Have extremely strong communication skills both written and verbal
• Have a positive attitude and a high energy level
• Are an energetic, driven, self-starter with the motivation to constantly improve and meet long and short-term sales goals
• Are results driven and a true team player
• Have a passion for helping people
• Take ownership and drive initiatives
• Organized and proactively following up with stakeholders
• Drive a culture of excellence for yourself and those around you
• Are knowledgeable about computer networks, business technology, and technology trends
• Possess a Bachelor’s degree (strongly preferred)
• Hold vendor sales certifications (a plus)

Responsibilities and Duties:

• Take responsibility for the success of your clients within the Vertikal6 ecosystem. Develop and maintain deep relationships with your assigned clients and assist them to effectively navigate and consume our managed IT services while removing obstacles impeding the client relationship.
• Drive incident and problem management across departments, partners, and vendors through to resolution while providing a seamless experience to your clients.
• Provide recommendations and assist vCIOs in developing and proposing solutions to meet the business needs of your clients. Continually work with our vCIOs and clients to conduct regular business reviews, uncovering new opportunities for additional IT solutions that drive better business outcomes.
• Be an expert on assigned clients infrastructure, configuration, and how it applies to their business.
• Collaborate with engineering teams on the client infrastructure and how it applies to the business when complex technical problems occur.
• Present the appropriate IT solutions to help businesses address their needs, ultimately closing new business. Ensure clients are executing on plans according to IT budgets and work with them and vCIOs to adjust to business changes as needed.
• Create and deliver monthly IT health and ticket review reports to each of your assigned clients.
• Establish regular touch points with each customer to review progress on incident reports, status changes, agreed outages, action items, projects, open opportunities, problem areas, and other changes.
• Create and escalate service requests with the Service Desk and NOC on behalf of your clients as needed.
• Monitor the ticket queues and read reports to stay in tune with what the client is experiencing. Review all client SLAs to determine that they are being met.
• Develop account plans to drive a great customer experience that defines what success looks like, with long term and short-term action items. Work proactively to ensure client retention and mitigate potential issues.
• Maintain a 360 view of your clients and serve as the go to resource for all things involving them.
• Complete best practices checklist in support of Strategic Reviews for each of your assigned clients.
• Maintain ongoing knowledge of our technology solutions and service offerings.
• Continually participate in training to further develop your technical and professional skills and maintain updated certifications.
• On occasion, present Managed Services to prospects and assist with outside sales
• Other duties as assigned.
• Live the core values of Vertikal6 in all facets of the job and in your interactions and communications with others both internal and external.
• Care – We treat clients and co-workers with respect, consideration, and kindness. We take pride in the work we do and strive to get the job done right.
• Own – We take ownership in everything we do. We show our customers through our actions that they can depend on us by doing what we say we will do.
• Innovate – We always look for a better way. We look for the best solution every time, not just the quickest and easiest and we don’t bring problems to the table without proposed solutions.
• Persist – We are tenacious and we don't stop until the job is done. We don’t stop when things get hard; we drive requests with the urgency they demand until completion using all available resources to help, even if it means afterhours work or stretching outside our comfort zones.

What we will offer you:

This role will provide you with an opportunity to hit the ground running in a rapidly growing and well-respected company. You’ll receive:

• A defined strategic plan for your success, backed by a great team
• A secure company and team environment where your efforts will be supported with compensation that rewards your contributions.
• A team environment where your strengths are valued and developed.
• A place where your contributions are encouraged.
• Competitive benefits that include salary and commission, performance bonus, health, dental, 401k, paid vacation and holidays, and more!

Qualifications:

• Bachelor’s degree preferred.
• Five years related client success experience and/or training.
• Equivalent combination of education and experience

OUR COMPANY IS AN EQUAL OPPORTUNITY EMPLOYER. YOUR RESUME AND INFORMATION WILL BE KEPT COMPLETELY CONFIDENTIAL. CANDIDATES MUST SUCCESSFULLY PASS A COMPLETE BACKGROUND CHECK PRIOR TO HIRE AND MUST HAVE A VALID DRIVERS LICENSE.

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Performance bonus

Work Location: Hybrid remote in Warwick, RI 02886