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Customer Success Manager

General Informatics

Birmingham, AL

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JOB DETAILS
SKILLS
Adoption, Best Practices, Budgeting, Business Development, Business Solutions, Cloud Computing, Communication Skills, Compensation and Benefits, Customer Escalations, Customer Relations, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Satisfaction, Develop and Maintain Customers, Documentation, IT Service Management (ITSM), Information Technology & Information Systems, Marketing, Mentoring, Metrics, People Management, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Project/Program Management, Relationship Management, Revenue Growth, Sales Management, Service Delivery, Service Level Agreement (SLA), Strategic Planning, Technical Support, Testing, Trend Analysis, Willing to Travel
LOCATION
Birmingham, AL
POSTED
2 days ago

The Customer Success Manager serves as a strategic advisor to clients, ensuring maximum value from IT services while driving client satisfaction and retention. This role combines technical knowledge, relationship management, and strategic planning to deliver exceptional client outcomes.

Key Responsibilities:

Strategic Client Management:

  • Develop and maintain client IT roadmaps aligned with business objectives and budgets
  • Lead quarterly and annual business reviews with key stakeholders
  • Monitor and optimize service delivery effectiveness
  • Identify opportunities for service expansion and improvement
  • Drive adoption of new technologies and solutions
Relationship Management:
  • Build and maintain strong relationships with client stakeholders
  • Conduct regular check-ins to ensure client satisfaction
  • Manage client expectations and communications
  • Serve as primary point of escalation for client concerns
  • Represent company at industry events and client functions
Service Delivery:
  • Oversee implementation of IT service management plans
  • Monitor service level agreements and performance metrics
  • Coordinate with technical teams on service delivery
  • Provide guidance on best practices and process improvements
  • Ensure proper documentation of client requirements
Business Development:
  • Identify and pursue expansion opportunities within accounts
  • Prepare and present service proposals and quotes
  • Collaborate with sales team on growth initiatives
  • Track and report on account metrics and KPIs
  • Drive client retention and service adoption
Required Qualifications:
  • Bachelor's degree in Business, IT, or related field (preferred)
  • 3+ years experience in customer success or account management
  • 2+ years working in IT services industry
  • Strong understanding of IT services and solutions
  • Excellent presentation and communication skills
  • Experience with client relationship management
Skills and Competencies:
  • Strategic thinking and planning
  • Strong technical aptitude
  • Executive presentation abilities
  • Project management skills
  • Financial acumen
  • Problem-solving capabilities
  • Relationship building
Technical Knowledge:
  • IT service management
  • Cloud technologies
  • Security solutions
  • Infrastructure management
  • Business applications
  • Industry best practices
  • Service delivery frameworks
Additional Responsibilities:
  • Maintain current knowledge of technology trends
  • Support marketing initiatives with client success stories
  • Participate in service development initiatives
  • Mentor junior team members
  • Consistently demonstrates "Can Do, Will Do!" attitude
  • Other duties as assigned
Success Metrics:
  • Revenue growth within accounts
  • Client retention rate
  • Customer satisfaction scores
  • Service adoption rates
  • Revenue growth within accounts
  • Project satisfaction ratings
  • Business review completion
  • Client engagement levels

Travel - some local travel to customer sites.

Predominantly operates in an office environment. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of heavy networking equipment.

Must be able to perform extensive standing, driving, walking, and climbing; to lift up to 50lbs. regularly; to manipulate up to 100 lbs. with assistance, to transport and stock assigned supplies and materials; to pick-up from vendors and deliver stock and materials to customers upon request, to wear personal protective equipment. Must be able to bend, stoop, and climb to reach materials (must be able to climb a step ladder at approximately ten feet in height and to work from a lift up to twenty feet in height)

The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

About the Company

G

General Informatics

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