Customer Success Manager

Summary

Join TestPros as a Customer Success Manager (CSM) and build strong client relationships, deliver value through IT services, and drive client satisfaction. This crucial role ensures a smooth client journey, successful service delivery, and repeat business. The CSM acts as a key player, requiring account management, technical liaison, delivery management, sales support, and contract work. Success requires thriving in a small business environment, experience with Microsoft apps and CRM systems, and strategic thinking for crafting technical solutions. The position involves contributing to successful service delivery, acting as the primary client contact, conducting technical reviews, working with technical experts, leading project meetings, aligning IT initiatives with compliance frameworks, identifying customer needs, supporting growth opportunities, and providing technical sales support. The role also includes proposal development, managing customer contacts, responding to inquiries, preparing meeting agendas, assisting with account planning, and helping customers implement compliance requirements.

Requirements

• U.S. Citizenship is required
• Ability to learn quickly and apply your skills to this role
• Applicants selected will be subject to a security background investigation and may need to meet eligibility requirements for access to classified information
• Excellent customer relations and sales skills, with the ability to clearly communicate benefits and processes to prospective customers
• High responsiveness to customer requests and inquiries
• Customer/Account Management (Technical Sales) experience, including the ability to elicit customer requirements and develop Technical/Cost proposals to fulfill those requirements
• Ability to learn to scope and price IT Security and IT Accessibility projects
• Ability to learn proposal writing and proposal content contribution
• Excellent verbal and written communication skills, self-starter, able to work independently, and experienced working in a small business environment with the ability to perform in various roles within a given workday
• High proficiency with Microsoft Office, including advanced features of PowerPoint and Excel such as macros, pivot tables, and analysis
• Strong organizational skills and attention to detail
• Ability to prioritize and quickly adapt to changing priorities, with experience in creating, managing, and tracking key project management deliverables
• Ability to thrive in a close-knit, friendly corporate culture dedicated to fostering personal career development with accessible senior corporate leadership and without micromanagement
• Passion for work, a drive for learning new technologies and practices, and a commitment to continuous improvement
• Ability to write and/or contribute to social media articles on technical subject matter

Responsibilities

• Contribute to the successful delivery of a portfolio of consulting services and product implementation projects
• Act as the primary point of contact for assigned clients, fostering long-term trusted relationships
• Conduct Technical Scoping and Requirements Reviews with client stakeholders
• Work with our Technical Experts to successfully deliver our services
• Lead project status meetings and deliver associated reports
• Help our customers align their IT initiatives with compliance frameworks (e.g., Section 508/WCAG, NIST 800-171, CMMC 2.0, PCI, HIPAA, etc.)
• Proactively identify customer needs and support growth opportunities
• Work with our clients’ product development teams to establish accessibility and cybersecurity practices
• Provide technical sales support through a consultative sales process
• Participate in proposal development and reviews
• Manage our customer contacts and fulfillment processes via tools such as HubSpot CRM
• Provide timely responses to new and existing customer inquiries
• Prepare and distribute meeting agendas
• Assist with quarterly and yearly account planning, including projections and budgeting
• Assist Account Managers with preparation for client meetings
• Help our customers implement and enforce NIST 800-53 ATO, NIST 800-171 / CMMC, DFARs, and IT accessibility requirements (WCAG, Section 508)
• Develop, cultivate, and manage client relationships
• Perform other duties as assigned

Preferred Qualifications

• Bachelor's Degree in Computer Science or a related technical discipline, or the equivalent combination of education, professional training, or work experience (preferred)
• Knowledge and experience in one or both of the following disciplines is a plus: IT Security (specifically, NIST 800-171/CMMC and NIST 800-53)
• IT Accessibility (specifically, Section 508, WCAG, ADA, etc.)

Benefits

• Medical/dental/vision insurance
• Life insurance
• Disability insurance
• Paid time off
• Paid holidays
• 401(k) retirement plan with company match
• Opportunities for professional growth
• Cell phone discounts