Customer Success Manager

OMEGA SYSTEMS

JOB DESCRIPTION Position:
Customer Success Manager

Reports To:

Director of Customer SuccessFSLA:
Exempt Office Designation:
In-office, Hybrid or Remote (Seeking candidates within 100 miles of PA and/or NJ)
The Customer Success Manager (CSM) is a key point of contact for Omega’s customers and is responsible for building and maintaining long-term relationships with them. A CSM will be responsible for communicating with department heads to continuously meet the published Service Level Agreement (SLA) and the highest level of customer satisfaction.

The ideal candidate will have prior hands-on experience administering Microsoft 365 environments (including Entra /Azure AD, Exchange, SharePoint, and Teams), performing network troubleshooting, and managing Windows Server infrastructure

Key Responsibilities:

Communicate regularly with customers to gauge satisfaction and proactively identify their evolving needs.

Develop and maintain strategic relationships at multiple levels within the customer's organization, including C-level engagement.

Serve as a trusted advisor, actively keeping customers informed about the latest trends and potential considerations within their technology landscapes, ensuring they understand the risks associated with their environments and the benefits of their support agreements.

Facilitate and track Technical Business Reviews (TBRs) and other strategic meetings to proactively manage the service experience and address potential churn.

Manage and facilitate a resolution with the Service Desk Team on escalated service issues, ensuring the highest level of service delivery.

Develop comprehensive technology plans and budgets based on customers' short and long-term business and technology goals.

Oversee and participate in Project Kickoff calls, collaborating closely with the Project Management Team to ensure alignment on project goals, responsibilities, and timelines.

Maintain documentation of all customer interactions in the designated tools.

Work closely with service departments and internal teams to budget, solicit, and manage resources effectively.

Conduct basic technical consultancy regarding Omega products and assist in forecasting future technological needs and budgeting.

Identify customer opportunities and collaborate with AM's to expand Omega’s reach and service utilization.

Leverage customer relationships for prospect and industry references.

Track and report success plans for customers using net promoter score (NPS) metrics and other customer data.

Coordinate with Solutions Architects (SAs) to meet customer needs effectively while managing expectations to avoid overloading or missing deadlines.

Coordinate with internal departments to ensure solution viability and customer satisfaction.

Conduct quality assurance checks post-implementation, ensuring all service agreements align with customer expectations and company standards.

Perform monthly ticket reviews and participate in creating and reviewing audits of customer technologies as part of TBRs.Maintain a robust understanding of all Omega product offerings and continuously align these with customer business needs.

Act as a conduit between Accounting and customers to resolve billing issues and communicate any holds on account services effectively.

Qualifications:

3-5 years’ experience in customer success or account management, preferably in a technology, MSP or service-driven business.

Experience with Microsoft 365 environments (including Entra /Azure AD, Exchange, SharePoint, and Teams), performing network troubleshooting, and managing Windows Server infrastructure

Prior experience working with Professional Service Automation (PSA) or relevant ticketing systems such as Connect Wise or Service Now.

Strong interpersonal and communication skills with a proven track record for building relationships.

Analytical and strategic thinking capabilities, adept at problem-solving.

Technical acumen with an understanding of IT infrastructure, cloud solutions, and cybersecurity.

Bachelor’s degree in Business, Management, IT, or a related field is preferred but not required.

Preference will be given to candidates with previous experience in Financial…