Customer Success Manager

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At Tech-Keys, we're on the lookout for a passionate Customer Success Manager to become part of our team and join in our revolution of the client experience alongside our dedicated service teams. As a Customer Success Manager, you’ll play a pivotal role in our clients’ satisfaction, leading the charge by ensuring seamless communication and top-tier service delivery across our diverse client base.

Requirements:

• Embody Tech-Keys' core dedication to delivering unparalleled customer satisfaction through exceptional interpersonal skills, excelling in phone conversations, written communication, and commitment to providing a top-tier client experience.
• Readiness to tackle time-sensitive matters outside of standard hours with dedication and commitment.
• Ability to operate under pressure and manage stressful situations with a composed, collected approach.
• 2 years of practical experience with and a strong understanding of a variety of enterprise IT technologies, such as networking, Sonic Walls, Azure, on-premises servers, Microsoft 365, ticketing systems, RMM tools, and documentation systems.
• Exhibit meticulous attention to detail ensuring thorough and comprehensive work.
• Ability to be self-motivated and have a diligent work ethic in a fast-paced and dynamic environment, displaying multitasking capabilities with a proactive, leadership-driven approach.
• Showcase the ability to quickly absorb information and learn on the go with the passion and drive for independent problem-solving, and a track record of reducing issue escalations.
• Experienced with Connect Wise suite? That’s a plus!

• Take the helm as the go-to contact for clients, tackling service-related challenges, prioritizing escalations, and spearheading requests that are outside the standard support scope.
• Be the engine behind resolving service requests by efficiently maintaining a smooth flow of support interactions and exceeding expectations.
• Collaborate and synergize with Support, Solution Design, and Projects to align efforts, craft innovative proactive strategies, and develop comprehensive roadmaps to ensure clients' needs are not just met but exceeded.
• Engage regularly with clients with both scheduled and spontaneous interactions to elevate and enhance the client experience with an attentive touch.
• Tackle issues efficiently and head-on to address inquiries regarding procurement, billing, services, and feedback ensuring swift, smooth, and effective resolutions.
• Keep your finger on the pulse, remain well versed in client-specific knowledge, both technical and operational, and ensure documentation remains current and accurate.
• Personally invest in and take accountability for the quality of work carried out for the client portfolio.
• Adhere to and consistently uphold all company policies and best practices.

• $65k - $90k, depending on experience
• Health, Dental, Vision & other additional benefits
• 401K (With 4% Match) eligible after 90 Days
• Generous PTO

• Apply to the position, upload your resume, and answer the questions in the application.
• Upon reviewing your resume, we'll send you an email with a link to a perform a one-way video interview.
• Upon reviewing the video interview, we'll email you asking to setup an in-person interview.
• After the interview we will email you asking for references.
• We will call you letting you know our decision and discuss compensation.
• At any point during this process if we feel you will not be a fit, we will let you know, we do not leave applications unanswered!

• Seniority level
  
  Entry level

• Employment type
  
  Full-time

• Job function Other
• Industries
  
  IT Services and IT Consulting

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