Client Success Manager

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY:  The Client Success Manager will be a part of our Client Success Team. They will be responsible for managing new client onboardings as well as providing support to New Era MSG clients on all issues related to service and support, ensuring service delivery, customer service, and customer satisfaction. We seek a mature individual who can work independently and, in a team, to ensure that our service departments deliver the highest level of support to our clients.

PRIMARY DUTIES (include but not limited to):

• Manage new managed service and SecureBlu onboardings, which involves hosting client meetings and scheduling technicians. 
• Create and maintain relationships with key customers, focusing on proactive customer service and contracted deliverables. 
• Subject matter expert on support offerings. Ensure customers understand our support offerings, and that they are completely satisfied with our performance and deliverables. 
• Ensure that service tickets are properly categorized and tracked in CW. 
• Focal point and liaison for New Era’s communications efforts to customers and employees regarding outages, implementations, and maintenance activities. 
• Monitor service level agreement (SLA) compliance and take proactive measures to ensure SLAs are met. 
• Provide reports to management and customers on key performance indicators related to client incidents and professional services 
• Address client inquiries and coordinate timely resolution.
• Collect and present information about service utilization to assist with client billing. 
• Maintain accurate notes on all client interactions, timely follow-up with customer, coworkers, carriers and vendors.
• Remain constantly alert to support issues and escalations. 
• Assist in transitioning the customer from onboarding and implementation, to support status. 
• Address issues as appropriate when either the customer or New Era is at risk. 
• Ensure that customer records and required documentation are complete, accurate, and maintained throughout the duration of the contract.
• Ensure that internal and external partners are fulfilling their obligations of service to meet client needs.
• Oversee service failures and confirm appropriate problem management actions are being developed and executed until completion. 
• Develop and maintain customized communication plans for specific event types. Specific work to include and is not limited to the following: meeting agendas; meeting minutes; task tracking; issue tracking and renewal tracking. 
• If required, produce and maintain service improvement plans.
• Provide insight to the Business Performance reports regarding areas of likely concern. Recommend actions in order to improve the customer’s environment under our management. 
• Provide assurance that we are delivering a client experience that is consistent with our service culture.

COMPENTENCY:

• Strong overall knowledge of IT including workstations, servers, networking, etc. 
• Excellent written and verbal communication skills 
• Strong PC skills including knowledge of Excel and PowerPoint 
• Strong analytical and problem-solving skills 
• Strong team and client focus, including ability to collaborate with clients 
• Superior time management and multi-tasking skills 
• Attention to detail and accuracy 
• Highly developed interpersonal skills with the demonstrated ability to interact among all levels of the organization 
• Ability to cultivate and sustain client relationships 
• Ability to prioritize multiple projects concurrently 
• Self-motivated, with high learning aptitude, and initiative 
• Ability to cope with stressful situations and maintain a calm and professional demeanor

REQUIRED EDUCATION: BS degree and IT certifications preferred

EXPERIENCE: 5+ years of experience in Service Delivery and Customer Service.

LANGUAGE SKILLS: English

QUALIFICATIONS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

PHYSICAL DEMANDS: 

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).
• Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.

WORK ENVIRONMENT: Remote work environment

EXPECTED HOURS OF WORK: Monday – Friday 8am-5pm , plus overtime as needed.

TRAVEL: Very Infrequent

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.