Client Success Manager

The Client Success Manager will serve as a key business partner between In-Telecom and its Clients. The CSM will oversee Client relationships and will focus on delivering the "In-Telecom Experience", ensuring high adoption of In-Telecom products and services and maximize Client retention. This position requires strong organizational skills, attention to details, high business acumen, and excellent communication abilities.

Key Responsibilities

Client Retention

• Builds relationships with clients and establishes a sense of trust. Responsible for client retention and goodwill.
• Create value for ITC products and services.
• Monitor and manage Client retention through new agreements and renewals.

Client Management

• Serve as the point of contact for Clients on behalf of ITC to promptly identify and address areas of opportunity.
• Bring the Client's needs and business goals to the vCIO and technical team, and present the resulting recommendation to the Client in business terms.
• Be a critical business partner for the Client, holding ITC accountable to a phenomenal experience.
• Provide Clients with reporting and quarterly reviews that highlight ITC services and facilitate projecting the Client’s future needs.

Client Growth

• Identify growth opportunities for ITC within the existing Client base.
• Sell additional opportunities for projects and services, offering the Client the entire ITC Suite.
• Carry and meet an annual revenue growth and retention target for the assigned Client portfolio.
• Maintain the required Client meeting cadence, including quarterly business reviews and regular check-ins, and keep Client records, opportunities and next steps current in the CRM.

Skills, Knowledge and Experience

• 3-5 years of experience in account management
• Experience selling additional products or services into existing accounts
• Growth mindset, with a passion for Client Success
• Extremely well organized, detailed-oriented, results driven, and highly self-motivated
• Strong analytical, decision-making, and problem-solving abilities
• Ability to balance multiple priorities and provide solutions
• Great organization and time management skills

Preferred Qualifications:

• Bachelors Degree in Business Administration, Marketing, or a related Field
• Understanding of PBX, VoIP, and IT environments (networking, MS products, Fortinet firewalls, switches and APs, Cyber Security)
• Experience and working knowledge of MSP Environments
• 1-3 years of experience working with Salesforce
• 1-3 years of experience working with ticketing systems

Job Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k