Sr. Client Success Manager

ANM offers a comprehensive benefits package including:

• Medical, Dental and Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability
• 401(k) Retirement Plan
• Paid Time Off
• Flexible Spending Account
• Employee Recognition Rewards
• Career training geared toward professional growth

The anticipated base salary range for this position is:$120,000 - $130,000 annually

Actual compensation may vary based on experience, qualifications and geographic location.[Bonus] or [Commission] eligibility may apply for this role. Details will be discussed during the hiring process.

ANM Managed Services supports, manages, reports, and monitors our clients' production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing proactive, reactive, preventative services, as well as serving as trusted advisors who understand our clients' environments while working as an extension of their IT Operations team.

The Client Success Manager (CSM) is a customer-facing, strategic position, responsible for the retention and growth of client accounts, driven by exceptional client experience. Serving as the client’s trusted advisor, the CSM helps align ANM Managed Services with the client’s business goals, priorities, and future initiatives. The CSM also collaborates with internal teams and departments to enhance the overall delivery of our Managed Services offerings.

• Develop trust and a healthy relationship with your clients and serve as one of the main points of contact within the business.
• Ensure the delivered services align with the client’s business goals and requirements. For any gaps, the CSM will work with the internal teams to bridge those gaps.
• Provide regular updates to clients and develop open, effective communication paths; that facilitate excellent client service and business development opportunities.
• Assist in driving internal initiatives to the client – tools usage, survey responses, etc.
• Manage clients’ health and create corrective steps as needed.

• Serve as the client’s advocate by building trust and transparency with clients.
• Demonstrate excellent client services by acting as an escalation resource, understanding client problems, collecting client feedback and driving continuous improvement.
• Demonstrating problem-solving capabilities as it relates to satisfaction, remaining respectful and understanding during escalations, and coordinating with internal ANM teams to ensure customer success.
• Create and present business reviews with the client to align services with the client’s goals and ensure they’re aligned with expectations.

• Coordinate with solutions architects and account managers to identify opportunities for expansion within client accounts.
• Work with account managers on renewals and escal​ate contracts to leadership before they expire.
• Assist with scoping new opportunities and proposals.
• Manage the client life cycle, assist with client true-ups and the onboarding / offboarding of services.
• Assist with monitoring KPI’s and delivering against Managed Services Service Level Agreements.

• Assist with the maintenance of client documentation utilizing company tools and processes while assuming the role of account expert as it relates to Managed Services and potential client needs.
• Manage High-Priority Incident Management

• Bachelor’s degree or equivalent work experience
• 5+ years of experience in client-facing roles
• Self-starter with ability to build relationships, manage customer satisfaction, and implement internal changes
• Experience…