Client Success Manager

Hawaii Tech Support (HTS) services businesses and organizations throughout Hawaii providing Information Technology Consulting and Support services such as technical helpdesk support, computer support, cybersecurity, and advanced project consulting. Operating since 2004, HTS is a leading IT service provider in the State of Hawaii recognized as one of Hawaii's Best Workplaces and Healthiest Employer sin local publications. We are committed to protecting and empowering businesses to innovate and grow.

Our solutions cover Managed IT, Cybersecurity, Cloud Services, and Consulting.

We are driven by the philosophy that when we focus on solving IT challenges for our Clients and their businesses then become stronger and more profitable, HTS inherently grows alongside them. Our core values are to serve our Clients with Humility, Innovation, Trust, Excellence, Capability and Helpfulness.

Reports to: Tricia Andrasko, COO

Supervisory Responsibilities: None

The CLIENT SUCCESS MANAGER is a professional who will be a critical member of the Business Development and Clients Relations team. This team will provide strategy, growth, and management of the Business Development and Clients Relations function of Hawaii Tech Support (HTS). The CLIENT SUCCESS MANAGER will be the primary liaison for all new and current Clients to establish and maintain long-term business relationships for excellent service, impact, and business growth.

As such, the CLIENT SUCCESS MANAGER is expected to have the matured and reasonable ability to communicate across multiple business disciplines including but not limited to IT, sales, finance, marketing, purchasing, and quality assurance. The CLIENT SUCCESS MANAGER will be expected to represent HTS to Senior Management of Customers with the highest level of quality and integrity. Finally, the CLIENT SUCCESS MANAGER will be expected to serve as an outstanding internal team member focused on leveraging HTS’s capabilities for maximum Client impact.

• Serve as a key member of the Business Development and Clients Relations team.
• Partner with HTS leadership to develop a strategic plan with execution milestones and target KPIs
• Be able to demonstrate and explain HTS products and services while managing Client expectations.
• Identify, engage, and solicit Prospective Clients. The CLIENT SUCCESS MANAGER is expected to make appointments for personal visits with Prospects and Clients to build and maintain relationships, as appropriate.
• Preparing responses to RFPs (request for proposals) and RFIs (request for information) on a timely basis
• Serve as the primary liaison between HTS and Clients for key information, planning, and conflict avoidance.
• Support current Clients to assure ongoing engagement, service, and business growth.
• Identify and resolve Client concerns; recommending a course of action to alleviate these concerns in the future.
• Coordinate with internal Team Members to provide exemplary service to Clients.
• Manage the Prospect and Client database with strong integrity and be data-driven in development and marketing decisions.
• Generate regular reports on Prospects, Clients, activity, and KPIs.
• Manage the Business Development Calendar for effective planning, resource allocation, and maximum impact.
• Remain knowledgeable of industry best practices, effective tools in sales, marketing, and communications.
• Seek knowledge of competitor products and identify and report intelligence on competitor pricing or marketing strategies.
• Develop a clear understanding of HTS’s mission, strengths, and business development opportunities. Represent the HTS with pride, excellence, and a strong sense of community in all endeavors.

The CLIENT SUCCESS MANAGER will meet regularly but at minimum annually with the CEO and COO to create a strategic business development plan for the year. This plan will include numeric goals for each accountability category as well as professional development goals. At the end of each year, the CLIENT SUCCESS MANAGER and the CEO will review progress toward the annual goals.

• The ideal candidate will have 3-5 years of progressively responsible experience in sales or…