What are the responsibilities and job description for the Client Success Specialist position at Charles IT?
Exceptional Service, Endless Improvement, Passionate People, and Honest and Forthright. Guided by our values, we foster a culture of growth, balance, and belonging where every team member can thrive.
We’re seeking a Client Success Specialist who is passionate about delivering a seamless, high-value experience for our managed services clients. In this role, you will support client needs, ensure clear and timely communication, and coordinate with internal teams to achieve successful outcomes. The ideal candidate is detail-oriented, client-focused, and committed to quality, consistency, and continuous improvement.
Responsibilities:
- Serve as primary liaison for day-to-day client communication and support.
- Build understanding of client business needs, IT environments, and goals.
- Manage service tickets and coordinate with technical teams to ensure timely resolution.
- Prepare quotes, process procurements, and oversee contract/license renewals.
- Deliver client reports (ticket summaries, system health, asset lifecycle) and support vCIO reviews.
- Address client inquiries on invoices and service details.
- Perform ticket quality control for prospective clients.
- Collaborate across internal teams to provide a seamless client experience.
- 1-3 years of experience in client support or account management
- Detail-oriented with a strong sense of ownership, accountability, and follow-through
- Proficiency with CRM platforms and ticketing systems; ability to learn new tools quickly
- Strong communication and relationship-building skills with a client-first mindset
- Ability to manage multiple priorities and adapt in a fast-paced environment
- Collaborative team player who works well across technical and non-technical groups
- Proactive problem-solver with a focus on anticipating client needs and driving improvement
Charles IT offers a comprehensive benefits package, including medical, dental, vision, life and disability insurance, paid holidays, PTO, 401(k), and performance-based bonuses. Team members also enjoy ongoing training, professional development, quarterly team-building events, and a collaborative workplace culture.
Commitment to Inclusion: Charles IT is an equal opportunity employer committed to fostering an inclusive and respectful work environment. We welcome diverse backgrounds and perspectives and do not discriminate based on any protected characteristic
