Customer Success Manager - Managed IT Service

Role & responsibilities
Account Management and Client Growth
Identify and nurture new opportunities within existing client relationships.
Ensure high client retention through exceptional IT service delivery.
Build and maintain relationships with key stakeholders, including C-level executives.
Conduct  Quarterly Business Reviews (QBRs)  to ensure client satisfaction and explore growth opportunities.
Team Leadership and Development
Lead a team of 10 account managers, technical consultants, and support staff.
Mentor team members and drive performance to meet KPIs.
Oversee resource allocation and performance management to ensure effective service delivery.
Strategic Planning and Execution
Develop and execute client strategies for expanding service portfolios.
Collaborate with internal teams to ensure seamless service delivery and manage client escalations.
Drive  revenue growth  through upselling and cross-selling IT services.
Reporting and Analytics
Track and report key performance metrics like client satisfaction, revenue growth, and team performance.
Provide insights on client trends and strategic opportunities to senior leadership.
Service Delivery Oversight
Ensure SLAs (Service Level Agreements) are met or exceeded consistently.
Handle client escalations and collaborate with project management teams for successful delivery.
Preferred candidate profile
3+ years of experience in account management and client relationship roles within the IT services industry.
Proven ability to identify and cultivate new business opportunities within existing accounts.
Strong leadership skills with experience managing a team.
Excellent interpersonal and communication skills, especially with C-level executives.
Strategic mindset with a focus on driving revenue growth and service expansion.
Experience in handling contract negotiations and renewals.