Client Success Manager

Summary

Join New Era Technology, a company committed to creating a supportive and growth-oriented work environment for its employees. As a Client Success Manager, you will be responsible for managing new client onboarding processes, providing support to New Era MSG clients, and ensuring customer satisfaction. You will work closely with clients to understand their needs and ensure that service tickets are properly categorized and tracked. You will also be responsible for monitoring service level agreements (SLAs) and taking proactive measures to ensure they are met. This role requires strong communication, analytical, and problem-solving skills, as well as the ability to work independently and as part of a team. New Era offers a comprehensive benefits package, including medical, dental, vision, 401K match, and 28 PTO days.

Requirements

• 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
• 5+ years of experience in Service Delivery and Customer Service
• English

Responsibilities

• 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

Preferred Qualifications

BS degree and IT certifications preferred

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays
• Remote work environment