Customer Success Manager

Vertilocity Job Description

Job Title:  Customer Success Manager

Overview of position:

As a Customer Success Manager, you will be instrumental in ensuring the satisfaction and ongoing success of our clients. Your primary responsibility will be to cultivate strong relationships with customers, serving as their advocate within our company. By understanding their unique needs and objectives, you will proactively identify opportunities to maximize the value they derive from our products and services. Through strategic guidance, proactive communication, and effective problem-solving, you will drive retention and expansion efforts, ultimately contributing to the growth and success of both our clients and our company.

We want you to excel in your career as part of a dynamic team, and we provide the support and resources to help you succeed. The breadth and depth of experience we offer you is unique in the marketplace. If you want a career in a leading-edge field and want to be involved in work that is critical to people and their businesses, you’re the kind of person we’re looking for. Vertilocity's team environment offers a dynamic and diverse experience. Here, our team members have the opportunity to engage with various aspects of our clients' technology ecosystems, fostering continuous learning and skill development. We prioritize the growth and advancement of our team members, offering them a career pathway rather than just a job.

Qualifications and Skills:

Job Summary

We are seeking a Client Success Manager (CSM) to build and nurture strong relationships with our clients, ensuring they receive maximum value from our managed IT services. As a CSM, you will serve as the primary point of contact for our clients, advocate for their needs, and work closely with internal teams to drive customer satisfaction, retention, and growth.

Key Responsibilities

• Act as the primary relationship manager for assigned clients, ensuring their IT needs are met with excellence.
• Proactively engage with clients to understand their business goals and align our IT services accordingly.
• Monitor service delivery and customer satisfaction, addressing any concerns promptly.
• Collaborate with internal teams (technical support, sales, and project management) to ensure seamless service delivery.
• Conduct regular business reviews with clients, providing insights on IT performance, security, and future technology opportunities.
• Identify opportunities for upselling and cross-selling additional services that provide value to the client.
• Stay informed on industry trends and emerging technologies to better support clients.
• Maintain accurate records of client interactions and service agreements in CRM tools.
• Deliver Quarterly Business Reviews to assigned client base to drive technology decisions and planning.

Qualifications

• Proven experience in client success, account management, or related roles.
• Strong understanding of managed IT services, cloud computing, cybersecurity, and IT infrastructure a plus.
• Excellent communication and relationship-building skills.
• Ability to analyze client needs and provide tailored IT solutions.
• Problem-solving mindset with a proactive approach to client challenges.
• Familiarity with Dynamics CRM software and IT service management tools.
• Ability to work independently while collaborating with cross-functional teams.

Supervisory Responsibilities:

              None.

Physical Requirements:

• Travel is required for this position. (Mostly Local)
• Must be able to lift 50 lbs. and sit for extended periods of time.

Vertilocity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.