Client Success Manager

Northeast IT Systems, Inc. is a Managed IT Services Provider (MSP) seeking a full time Client Success Manager to join our growing team. Our mission is to deliver the highest quality information technology services and provide an unparalleled level of service by always going above and beyond for our clients. We are looking for a confident, detailed-oriented team member with exceptional customer service skills to manage, maintain and strengthen the relationships we have with our customers. The ideal candidate will have prior customer service and/or sales experience with a strong interest in and working knowledge of today’s technology and business strategies.

In this role, a successful candidate will be able to:

· Work well in an individual and team environment;

· Adapt to new techniques and technologies, and evolve along with the role;

· Learn, absorb and retain new information daily;

· Understand and believe in the company’s goals and objectives.

As one of the main points of contact for our customers, the person in this position will be the face of the company and an excellent ambassador. If you are a super outgoing person and are passionate about helping customers maximize the value of their investment in technology, this is the position for you!

Though job duties can vary, your primary role is maintaining and strengthening relationships with our managed customers.

You will be primarily responsible for:

• Working 8:30AM - 5:00PM, Monday through Friday, either from our office or at customer locations to conduct meetings.
• Acting as a managed customer’s primary point of contact for any account or customer service needs;
• Participating in the onboarding process for new managed customers;
• Creating quotes for hardware, software & services per customer or internal requests with the help of technical team members;
• Creating reports and conducting annual business review meetings with managed customers to align objectives, expectations and goals;
• Conducting regular touch calls with all managed customers to ensure customer satisfaction;
• Working with all internal team members to facilitate and keep customer requests moving forward;
• Routinely gauge and report on overall customer satisfaction;

· Advising customers of products& services offered by our company;

• Assist in problem resolution;

· Keeping customer contact information up to date in our CRM/ticketing system;

· Performing post-meeting follow-ups to ensure client satisfaction;

· Performing related duties consistent with the scope and intent of the position.

This is a great opportunity for someone who:

· Has a basic understanding of computers, networks, servers and common business software and how technology is used in businesses today;

· Has a customer-service-first mindset;

· Can help customers realize the value of our services;

• Wants a company that truly cares about its customers and employees;
• Loves a fast-paced, no-drama workplace, where office politics, gossip and negativity are not tolerated;
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success;
• Likes to work in a company where your input, contributions and ideas will directly impact the company’s growth and success;
• Is a quick, self-motivated learner who wants to work for a company that will invest in your education and training;
• Enjoys assisting executives and decision-makers with achieving their goals through technical solutions.
• Loves building relationships with people and providing a true “WOW” experience;
• Wants a position that will offer upward earning and career advancement.

We’re confident, witty and fun. We treat people how we like to be treated. We encourage team work and make each other feel good about the work we are doing. We help our teammates when someone is struggling and congratulate on a job well done. At the end of the day, you’ll have more knowledge than when you started.

Salary:$55,000 - $65,000per year

Experience:

• Customer Service or Relationship Management: 2 years (Required)
• Sales and/or Marketing: 1 Year (Preferred)
• Technical/HelpDesk Support: 1 Year (Preferred)
• Previous experience in an MSP environment (Preferred, but not required)

Benefits:

This position provides a competitive salary and company benefits. As a full-time employee, you will qualify for all standard benefits offered by the company. You must be based within an hour West Springfield, MA and be a US citizen (sorry, no exceptions).

· Paid time off & holidays

· Health & dental insurance

· Various included & voluntary insurance benefits

· Company-matched retirement & other voluntary options

· Cell phone

· Workplace perks such as food, coffee and company outings

Education:

• High school or equivalent (Required)
• Associate degree or equivalent (Preferred)

Work Authorization:

• United States Citizen (Required)
• Must submit / pass a CORI / background check annually
• Possess a valid drivers license

Work Conditions:

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.

Salary: $50,000.00 - $65,000.00 per year

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

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

Work Location: In person

Salary : $50,000 - $65,000