MSP Client Account Manager

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We are looking for a Client Success Manager (in other organizations this role might be titled Customer Success Manager, Technical Account Manager, Client Relationship Manager, or Strategic Account Manager) to join our Client Success team.

The Client Success Manager is the quarterback of the client relationship at Dynamic Edge. They are expected to have a holistic understanding of the client’s business goals and priorities and ensure Dynamic Edge is positioned as a strategic partner for their clients. The Client Success Manager is responsible for client relationship support, managing client outcomes by collecting and analyzing data, creating retention strategies and delivering feedback to clients. We are looking for candidates near our service locations in Denver, Colorado, Ann Arbor, MI, Escanaba, MI, Couer D'Alene, Idaho, or Newport, Washington. This role operates on Eastern Time Zone hours.

Core Responsibilities

• Manages strategic processes (BlueSky, Roadmaps, Success plans, etc) for assigned client group
• Provide insights and reporting to clients to ensure that they get the most out of the service, and team members to ensure client initiatives are effectively supported
• Plan and facilitate new client onboardings, strategy meetings, and other initiatives in support of service teams
• Acts as a support and escalation point for client support teams within the company, protecting revenue and relationships
• Contribute to overall team revenue KPIs related to Project Revenue generation (web dev & PS), Procurement hardware sales & Cyber74 engagements
• Drive revenue expansion by effectively positioning new services offerings
• Lead contract lift renegotiations to support equitability and profitability in our monthly recurring revenue client base

Required Skills, Experience, and Attributes

• Experience working in a Managed Service Provider (MSP) environment is required
• Previous experience in a customer success, business development, or technical sales capacity
• Previous experience in managing Client relationships
• Fundamental knowledge on technology concepts
  • e.g. operating systems, networking, cloud computing, etc
• An ability to connect on a human level with people at all levels of Greystone and our clients’ organizations
• An ability to create structure in challenging situations and create effective processes
• An awareness of how technology impacts business
• Strong communication skills, both verbal and written
• Organizational skills; both analytical and problem solving
• A proven ability to maintain confidentiality and discretion around sensitive client and contract issues
• A proven ability to manage multiple tasks and meet deadlines
• The ability to work in a directed autonomy environment
• An empathetic approach to solving client problems
• A positive, courteous demeanor
• A passion for solving problems
• Receptive to candid feedback
• Curiosity about technology and motivation to learn independently

Preferred Skills, Experience, and Attributes

• Project management experience is a plus
• Experience with ConnectWise or other service-related software
• An understanding of how ticketing systems work within an IT or service/support setting
• A contagious enthusiasm for our business and a desire to share it with others
• The desire to work as part of a team and the ability to negotiate sensitive client issues while maintaining relationships
• Critical thinking aptitude
• Professional confidence, and excitement about solving problems
• An aptitude towards service

Physical Requirements

Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Occasional travel (car). Occasional exposure to outdoor environmental conditions as a result of travel.

Some of the things our team members enjoy, include:

• Competitive wages | The salary for this role is expected to start between $70,000-85,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

• Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site.

• Gas card. Fill up your tank on us while you're out visiting client sites

• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching

• Maternal and paternal leave

• Very generous paid time off program that is unique to the IT industry

• Sustainable work-life balance and flexibility

• Yearly work anniversary rewards

• Fun company events, including chili cook-offs, annual company photoshoots, monthly team events, cup in hand kickball league, and more!

Physical Requirements

Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures.. Occasional travel (car/airplane). Occasional exposure to outdoor environmental conditions as a result of travel.

Dynamic Edge, a New Charter Technologies Company, solves computer problems! Since 1999, Dynamic Edge has provided enterprise-scale technology solutions to small and medium businesses. Our clients enjoy 24 x 7 x 365 support and collaborate with our fun, friendly team that includes technical support staff, network engineers, security professionals, business technology managers and experienced administrative personnel.

Our Core Values inform everything we do:

• We are Excellent Communicators
• We Enjoy Helping People
• We are Tenacious
• We Prevent Emergencies by Eliminating Time Bombs
• We are Disciplined
• We Learn from our Mistakes

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