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Customer Success Manager Opening, Austin, TX

Location: Austin, TX

Post Date: 07/08/2022

When it doesn’t make sense for a smaller company to have a fully-staffed IT department, that’s where we come in.

Our organization partners with Austin businesses for more than 25 years to provide the best possible IT support. Anything from desktops to an entire network refresh, we make sure our clients are always up and running.

We believe in putting our clients first which is why we’re looking for an Client Success Manager to bridge the gap between the technical team and the client. We need someone who will work hard to build trust and maintain client satisfaction. Part of your day-to-day activities will include communicating regularly with clients to make sure their needs are being met, collaborating with the technical team to ensure all networks are running efficiently, and identifying new internal sales opportunities.

A successful candidate for this position will be adaptable, strategic, organized, and a team player with the ability to build rapport with clients. If you believe you would be a great fit for our fun, laid-back, but hard-working culture, apply below to submit your resume and cover letter. Please include your qualifications and why you believe you are the best person for the job, as well as your salary requirement.

Key Duties and Responsibilities

  • Build and maintain a positive relationship with clients.

  • Ensure the timely and successful delivery of client needs.

  • Communicate often with clients and document all results.

  • Schedule, prepare for and attend client visits and reviews.

  • Serve as the escalation point for client satisfaction issues.

  • Drive communication regarding projects between clients and service members.

  • Ensure all clients’ site and network details are sufficiently documented.

  • Provide consultative services to clients regarding additional services that can resolve or improve the client’s IT experience, productivity or additional network security.

  • Collaborate with the technical team to identify client projects and/or additional services needed.

  • Work closely with the Team Manager to drive client happiness and retention.

  • Regularly perform risk assessments to stay ahead of client satisfaction issues.

  • Prepare quotes for product purchase requests and coordinate with order fulfillment to oversee delivery of approvals.

  • Maintain or improve business proficiency via courses, exams, etc.

  • Other duties as requested.

Requirements: Knowledge, Skills, and Qualifications

  • Minimum of 3-5 years of account management experience

  • Experience with the MSP industry, or familiarity with IT products and services is preferred

  • Ability to build rapport and collaborate with others within the company and externally

  • Strategic skills, including forward thinking

  • Excellent prioritization, organization, and time management skills

  • Honesty, integrity and dependability

  • Possess a genuine desire to help others

  • Take ownership of all tasks and commit to high quality results

  • A track record of self-improvement and continuous learning

  • Ability to seamlessly adapt to changes quickly

  • Great sense of humor

  • Customer service skills: telephone, communication, soft, and listening skills

  • Typing, writing and presentation skills

  • Professional attitude and appearance

  • Ability to make decisions in matters of significance

Benefits Available

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