Requisition Number: 82122

Position Overview

The Client Success Manager is responsible for leading client interaction and engagement within Insight's Digital Innovation division. This includes leading regular interactions with clients, training the client on how to engage our services, analyzing and presenting data, acting as a point of escalation, partnering with operational teams on client concerns, recommending best practices, and working closely with the clients to ensure they are satisfied with their Insight experience. The primary goal of this position is to land and expand opportunities within a large or high potential clients growing services revenue year over year and ensure the client receives a white-glove type of treatment. This role will collaborate with both the Client Executive and Delivery Manager to drive business outcomes and increase revenue opportunities.

What you'll do at Insight

• Operate as a point of contact for all client matters (Project Manager is daily point of contact)
• Research, analyze, record, communicate, and resolve all client escalations and concerns
• Create and manage client action plans in conjunction with internal teammates and leadership
• Create and manage client success plans with the client and internal leadership
• Collect, analyze, and present metrics and other success factors to clients and Insight leadership. This includes, but is not limited to, touchpoints related to Service, Governance and reactive client reviews and Client Success Plan reviews.
• Provide recommendations to clients on grow opportunities, trainings, accomplishment and success reports that drive adoption and foster expansion opportunities
• Understand Insight's offerings, policies, and procedures to assist in day-to-day operations
• Recommend process improvements within client environments, as well as within Insight
• Develop measurable goals to track and trend results on client desired objectives
• Monitor internal operations to assure established processes, policies, and procedures are followed, timelines are met and actions are taken to promote client success
• Execute a strategic plan to optimize Insight and partner offerings within the client by seeking expansion opportunities with the Client Executive
• Meet billable goals of 40% or greater on strategic client projects.
• Meet annual influenced revenue goal for identified clients.
• Performs all other duties as assigned

What you'll need to join Insight

• Bachelor's Degree required or equivalent work experience
• Minimum of 8+ years of IT industry experience required
• Minimum of 10+ years of experience working in a professional customer service facing role.
• Extensive knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Visio, Project)
• Experience with understanding and managing contracts
• Experience with Public Cloud, Software as a service, Data Center or Network technology are preferred.
• Must have exceptional communication skills (including written, oral, and presentation)
• Must be able to work independently and have the ability to exercise discretion and independent judgement with respect to matters of significance

Physical Demands

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.

Work Environment

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Cincinnati || Ohio (US-OH) || United States (US) || None; DC-Cloud || None || US - Cincinnati, OH; US - Atlanta, GA; US - Charlotte, NC; US - Chicago, IL; US - Cleveland, OH; US - Columbus, OH; US - Indianapolis, IN ||

Nearest Major Market: Cincinnati
Job Segment: Developer, Manager, Supply Chain Manager, Supply, Cloud, Technology, Management, Operations