Customer Success Manager

Overview

As a Customer Success Manager at Encore, you will play a pivotal role, working closely with Account teams, Clients, Service Delivery, and internal teams to ensure continued success with our clients. You will hold a leadership position, collaborating closely with Account teams, clients, and Service Delivery team. Your deep understanding of IT Managed services will play a pivotal role in driving operational excellence, client satisfaction, and strategic improvements within our managed services portfolio.

• Provide strategic direction and leadership for the IT Managed Services program.
• Oversee the planning, execution, and delivery of managed services, ensuring alignment with client requirements.
• Client Relationship Management:
  Build and maintain strong relationships with clients to understand their IT needs and ensure delivery meets their expectations.
• Act as the primary point of contact for client escalations and issue resolution.
• Service Delivery Excellence:
  Define and enforce service level agreements (SLAs) for managed services.
• Monitor and optimize service delivery processes to ensure efficiency and quality.
• Implement best practices and industry standards for IT service management.
• Collaborate with cross-functional teams, including technical teams, sales, and support, to ensure seamless service delivery.
• Foster a collaborative and high-performance culture within the managed services team.
• Manage the financial aspects of the IT Managed Services program, including budgeting, forecasting, and cost optimization.
• Ensure the program is financially viable and meets profitability targets.
• Identify opportunities for process improvement and innovation within the managed services program.
• Implement initiatives to enhance service delivery efficiency and effectiveness.
• Proactively identify and mitigate risks related to service delivery, security, and compliance.
• Develop and implement risk mitigation plans to ensure uninterrupted service.
• Other duties as assigned.

• Bachelor’s degree in Information Technology, Business, or more than 5 years of experience leading managed services clients. (Relevant certifications (e.g., PMP, ITIL) are a plus.)
• Proven experience in leadership, particularly in IT managed services.
• In-depth knowledge of IT service delivery models, best practices, and emerging trends.
• Strong client-facing and interpersonal skills with the ability to build and maintain relationships.
• Demonstrated ability to lead and motivate cross-functional teams to achieve program objectives.
• Financial acumen with experience in budgeting and financial management.
• Strong problem-solving skills and the ability to make informed decisions in a fast-paced environment.
• Excellent communication skills, both written and verbal.

• Prolonged periods sitting at a desk and working on the computer.
• Occasional walking between facilities.
• Occasional lifting, pushing, pulling up to 15 lbs.
• Hybrid position – in office and remote workdays

Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.