Client Success Manager III

Job Details

Milwaukie, OR

Description

PROFESSIONAL SERVICES

PORTLAND | HYBRID

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

Position Summary

The Client Success Team is composed of Client Success Managers (CSMs) who are well versed in Managed IT and Cybersecurity, and whose purpose is to assist customers in getting the most value out of the services provided by Convergence Networks (CN).

We are seeking a passionate, technical and experienced Customer Success Manager (CSM) to join our team and play a crucial role in ensuring the success and satisfaction of our clients. By providing exceptional support, guidance, and strategic advice throughout the customer journey, our CSMs are crucial in driving the adoption of our IT and cybersecurity solutions and services.

WHAT DO OUR CLIENT SUCCESS MANAGERS DO?

• Serves as the primary point of contact for all customer requests, needs,
• correspondence, escalations, etc.
• Primary advocate within internal CN stakeholder groups to drive tangible outcomes
• Responsible for managing customer communications internally with respective CN Teams
• Responsible for the coordination of all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal CN Teams
• Oversee the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
• Drives customer adoption/engagement of current and additional services provided by CN
• Responsible for retention conversations to ensure customers are on target for contract renewals
• Responsible for risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works closely with customers to position, educate, and drive potential growth opportunities for additional CN Service offerings
• Works directly with Convergence Networks Executive Leadership Team to strategically align and coordinate support for CN's largest accounts
• Creates, organizes, and shepherds customer value discussions with the customer quarterly
• Able to communicate CN product/service landscape and can effectively move from one team to another to obtain answers and resolve issues
• Able to articulate CN's offerings, benefits, SOPs and deliverables without hesitation
• Travel required to visit larger clients in the Portland, OR area
  
  

Qualifications

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

• 5 years of client services, IT and cyber security background
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Able to define, create, and execute service improvement plans
• Ability to provide advanced feedback and technical requirements for process maturity
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal BV groups with minimal oversite from leadership
  
  

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER CANDIDATES?

• 5-7 years of hands-on client relationship management experience with a focus in Managed Security Services or Technology
• Security , Network , CISSP, and other relevant certifications preferred
  
  

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
• Position may require hours that exceed normal working hours per day during peak periods; on-call hours may include nights or weekends.
• Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical work. Interactions are initiated in person or electronically.
  
  

WHY SHOULD YOU WORK HERE?

• Group benefits plans, including medical, dental, vision in US and health savings and dental in Canada, including retirement plans (401k and RRSP).
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun (families are often included as well).
  
  

PERFECT FIT…

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process. Please contact hr@convergencenetworks.com