Shift Type- 8A-5P ET
Working Days- 5 days a week
Work Location- Permanent WFO
Reporting To- Head of CX Team
US B1/B2 Visa: Valid visa preferred BUT not mandatory
Managed services/MSP/Managed IT/IT Infrastructure industry experience preferred
Overview
The Client Success Manager (CSM) – KEY Accounts role is a client-facing resource for small to mid-size accounts delivering account management to the customer after the sales cycle has completed. The role encompasses ongoing support/guidance, business strategy & advice, & overall account portfolio management & oversight. As a customer advocate, the CSM is one of the client’s primary points of contact responsible for orchestrating activities within the company to deliver a superior client experience. This role focuses on ongoing relationship-building & proactive account management activities, promoting overall customer satisfaction, product adoption, retention & up-selling. The role manages diverse, high profile and/or key accounts.
Job Responsibilities:
•Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.
• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.
• Engage cross-functional resources both internally and with customer organizations to solve problems.
• Monitor quality of work and identify opportunities for continual improvement.
• Understand and explain features and benefits of the product line as it relates to customer needs.
• Meet or exceed customer expectations by anticipating and resolving their issues.
• Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
• Facilitate & prepare customers for quarterly and/or bi-annual business reviews.
• Identify revenue opportunities by proactively contacting clients on a regular basis and developing strong relationship.
Core Experience:
1. Experience with US Account Management
2. Client relationship management exposure
3. Excellent Communication & Presentation skills
4. Experience with cross-selling/up-selling
5. Results oriented & good business judgement
6. Problem solver (“Figure it out” attitude)
Functional Competencies:
Personal Qualities
- Self-motivation, enthusiasm, and results-focus.
- Flexible, adaptable, and comfortable with ambiguity.
- Negotiating, influencing, and holding to account.
- Pragmatic and solution-oriented.
- Committed to high standards and continuous improvement.
- Ability to move between big picture and detail.
- Can work in revolving shifts (if required).
- Can quickly establish credibility and respect and build strong working relationships with Department Heads.
What We Do
Imagine the impact of always having the right people at the right time. With our talent solutions, you have immediate access to the experienced, MSP-focused technical resources you need to profit and scale. Our staffing and outsourced support solutions will solve your talent problems permanently.
We offer MSP staffing, outsourced NOC, RMM virtual admin, Helpdesk, and Professional Services—all the talent you need to scale your business, improve profitability and succeed.
◆ If you need dedicated staffing—technical or business admin—we have your back.
◆ Have you decided that providing NOC or helpdesk isn’t the best use of your tech talent? Let us save the day.
◆ Is your RMM tool driving you crazy? We can totally fix that.
Why Work With ITBD?
For nearly two decades, we have been building ITBD with a strong sense of community firmly rooted in our principles and values. We have grown steadily over the years by taking care of our team as if they are family. That’s because loyalty lies at the heart of who we are and how we guide our business. That is one of the reasons we remain privately held—it allows us to always make the decision that is best for our partners and our community.
When we say “Built for an MSP, by an MSP,” we are talking about having a partner that understands you, your team, and your customer—and can deliver accountability, reliability, and security – that’s the MSP Way.
Need more reasons?
◆ Three state-of-the-art, fully compliant, secure office facilities in New Jersey and India
◆ More than 100+ years of shared MSP experience among the leadership
◆ Fully insured and unparalleled customer data integrity
◆ Easy-swap flexibility: As your MSP needs evolve, your engineering solution can as well
◆ 30-day money-back guarantee
◆ Tech leads and career planning to provide growth plans for your team member
◆ Ability to mix and match services to build a custom solution perfec for your MSP needs
◆ Co-managed asset is invoiced corp-to-corp
