What are the responsibilities and job description for the Client Success Manager position at ITMC.net?
Company Description
IT Management Corporation (ITMC) is a leading technology solutions provider specializing in networking, communications, cloud, cybersecurity, and managed services. Since 2009, we have helped organizations modernize their technology environments through innovative solutions, strategic partnerships, and exceptional customer service.
Our customers rely on us to design, implement, and support technology solutions that improve reliability, security, and operational efficiency. We proudly serve organizations across the public and private sectors, with a strong focus on State, Local Government, and Education (SLED) customers.
Learn more at ITMC.net.
Job Description
ITMC is seeking a Customer Success Manager (CSM) to manage and grow a portfolio of existing SLED accounts. This role is responsible for building trusted customer relationships, driving retention, identifying expansion opportunities, and ensuring customers receive maximum value from their technology investments.
The ideal candidate combines strong account management skills with a consultative approach and a passion for helping customers achieve their goals. You will serve as a strategic partner to school districts, government agencies, and other public sector organizations while collaborating closely with sales, engineering, operations, and leadership teams.
Customer Success & Account Management
- Manage a portfolio of existing SLED customer accounts and serve as their primary point of contact.
- Develop strong relationships with IT leaders, administrators, procurement teams, and key stakeholders.
- Conduct regular customer business reviews to understand goals, challenges, and upcoming initiatives.
- Drive customer retention, satisfaction, and long-term account growth.
- Act as the voice of the customer by coordinating with internal teams to ensure successful project delivery and support.
- Monitor customer health, identify risks, and proactively address issues before they impact the customer experience.
Account Growth & Strategic Planning
- Identify opportunities to expand existing customer relationships through additional solutions and services.
- Partner with sales and engineering teams to develop strategic account plans and technology roadmaps.
- Support contract renewals and help customers evaluate new technologies that align with their business objectives.
- Generate and manage customer quotes, proposals, and solution recommendations.
- Track opportunities, renewals, and customer engagement activities within the CRM system.
Cross-Functional Collaboration
- Coordinate with engineering, project management, support, and vendor partners to ensure exceptional customer outcomes.
- Assist with vendor registrations, customer communications, and sales support activities as needed.
- Maintain accurate customer records, account documentation, and pipeline updates.
- Provide customer feedback and market insights to help improve service offerings and customer experience.
Qualifications
- 3–5 years of experience in Customer Success, Account Management, Account Executive, or Sales roles within a VAR, MSP, UCaaS, networking, cybersecurity, or technology solutions environment.
- Experience supporting public sector, government, or education customers preferred.
- Understanding of networking, cloud, cybersecurity, communications, or managed services solutions.
- Strong relationship-building, communication, and presentation skills.
- Experience managing multiple customer accounts and competing priorities.
- Proficiency with CRM platforms such as HubSpot, Salesforce, or similar systems.
- Strong organizational skills and attention to detail.
Core Competencies
- Customer-first mindset with a passion for delivering exceptional service.
- Strong business acumen and consultative problem-solving skills.
- Ability to build trust and credibility with executive-level stakeholders.
- Self-motivated, organized, and results-oriented.
- Adaptable and comfortable working in a fast-paced environment.
- Collaborative team player with strong follow-through and accountability.
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