Director of Client Success

Summary

Join iT1, a leading technology solution provider, as their Director of Client Success! This pivotal role involves leading a team of Client Success Managers, building strong client relationships, and driving business growth. You will develop and execute client success strategies, analyze client data, and collaborate with cross-functional teams. The ideal candidate possesses strong leadership, communication, and analytical skills, along with a proven track record in client success and retention within the IT services industry. This position offers a competitive compensation package and benefits, including health insurance, paid time off, a 401(k) plan, and an onsite fitness center. Location flexibility is offered, with options for onsite/hybrid or remote work depending on location.

Requirements

• Bachelor's degree in Business, IT, or a related field preferred
• MSP specific experience strongly desired
• 7+ years of experience in Client Success, Account Management, or a related field, with a proven track record in leadership and client retention
• Demonstrated success in managing cross-functional teams and building strong client relationships
• Strong leadership and team management skills with the ability to motivate and inspire a high-performing team
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders
• Analytical mindset with the ability to analyze client data, identify trends, and make data-driven decisions
• Proven ability to handle complex client situations and resolve issues efficiently and professionally
• Strategic thinker with the ability to align client success initiatives with business goals
• Client-centric mindset with a passion for delivering exceptional service
• High level of integrity and professionalism
• Adaptability and resilience in a fast-paced, dynamic environment
• Strong problem-solving abilities and a solutions-oriented approach

Responsibilities

• Lead and mentor the Client Success team, ensuring they have the skills and support necessary to drive exceptional service
• Establish clear team goals and performance metrics and foster a culture of continuous improvement and client-first thinking
• Provide ongoing coaching, feedback, and development to team members, fostering their professional growth
• Build and maintain strong, lasting relationships with key clients, acting as their trusted advisor and advocate within the company
• Participate in the onboarding process to ensure smooth transitions from sales to service delivery
• Proactively monitor client health and satisfaction, addressing any issues or concerns to ensure long-term success
• Serve as communication interface between the client, the sales team, services teams, and any other involved
• Develop and implement client retention strategies, aiming to minimize churn and maximize client loyalty
• Develop and execute the overall client success strategy in alignment with company goals and objectives
• Provide guidance through short- and long-term strategic planning; continuously being mindful of where iT1 may contribute to the client’s long-term business success
• Analyze client feedback and data to identify trends, areas for improvement, and opportunities to enhance the client experience
• Collaborate with Sales, Services, and Operations teams to ensure client needs are being met and anticipate future requirements
• Establish and track key performance indicators (KPIs) for client success, including Net Promoter Score (NPS), client retention rates, and client satisfaction
• Regularly report on client success initiatives and team performance to senior leadership, providing actionable insights
• Develop and manage a system for client feedback, ensuring timely and effective response to concerns
• Continuously evaluate and refine the client success processes and workflows to increase efficiency and enhance the customer experience
• Stay up to date on industry trends, emerging technologies, and best practices to continuously improve service offerings
• Collaborate with the Services team to identify client-driven improvements and influence the product roadmap

Preferred Qualifications

• Experience in IT services or technology-related industries is preferred
• Any technical certifications preferred, but not required

Benefits

• Medical, dental, and vision benefits with highly subsidized premiums
• Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
• 401(k) Plan with employer match
• Onsite Fitness Center
• Onsite Monthly Massages