Accent Consulting centralizes and manages business technologies for small and medium sized businesses. We are dedicated to providing best in class services based on honesty, integrity, transparency and respect to ensure a comfortable, reliable relationship with our clients.
Accent Consulting is currently looking for an Customer Success Manager who is highly self-motivated with an acute attention to detail. The Customer Success Manager will be responsible for maintaining and developing relationships with our clients. The Customer Success Manager will drive sales, develop long term customer relationships, and assist with our sales targets.
The Customer Success Manager is responsible for ensuring 100% client satisfaction and retention. Build customer loyalty and provide IT technical solutions, drive sales and develop new strategic partnerships for growth. They are to develop customer retention strategies by consistently illustrating value proposition in conjunction with evolving customer needs. This includes receiving, prioritizing, documenting and actively resolving account requests and issues and escalating incidents.
To be successful in this role you must have an understanding of IT infrastructure solutions and technology trends. A Customer Success Manager must be self-motivated, confident, and possess excellent oral and written communication abilities. A Customer Success Manager must also possess a high comfort level with approaching, educating, and sharing knowledge with customers. Professional appearance and friendly approachable demeanor are keys to maintain Accent Consulting’s brand and continued success.
If you have proven experience with developing long-term customer relationships, a driven personality with an extroverted and confident approach to working with customers, we want to hear from you.
In this position you will:
- Develop and maintain individual account and business plans.
- Maintain 100% satisfaction and client retention rate.
- Provide IT technical solutions to both new and existing customers, with a focus on developing strategic accounts and building long-term customer partnerships.
- Understand each client’s business and determine requirements and expectations to recommend products and services.
- Develop customer retention strategies by consistently illustrating value proposition in conjunction with evolving customer needs.
- Provide account management, with focus on maintaining 100% client satisfaction and retention rate.
- Document all issues, work, time, communications and solutions related to account thru proper channels. Reports and records all sales and follows up with client.
- Maintain customer relations by making monthly on-site visits.
- Performs all quarterly business reviews.
- Able to translate technical information in layman's terms.
- Work with other departments to projects and services are completed as requested, on time and on budget. Transactions are written & processed accurately.
The Customer Success Manager is also accountable for the following tasks, given the following will not deter away from client services:
- Support Help Desk Technicians by receiving incoming calls from clients.
- Offer onsite support requests while completing monthly visits.
- Maintains accurate hardware and warranty documentation on clients.
- Document all issues, work, time, communications and solutions.
- Maintain accurate and up-to-date client information in the CRM.
- Determine new and best practices for organization of processes and growth.
- Participate in regular management meetings and provide updates on existing clients and progress of goal attainment.
- Keep up to date on trends and technology, providing business/market information to the team. Attend sales and marketing events as well as technology training as required.
- Maintains open communication and positive rapport with other departments and team.
- Research hardware and software needs and present quotes and invoices to clients for their approval.
- Provide fast, courteous and knowledgeable support for customers in their ongoing requirements to purchase professional services and products from Accent Consulting.
- Field incoming requests via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
- Provide account management including updating customer database and proper documentation of quotes, activities, and time.
- Record, track and document the account holder's requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Work with the IT Service Operations Manager to ensure we are meeting client's Service Level Agreements through optimum quality and service.
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas.
- Develop solutions to improve business performance and success.
- Use analytics, investigation, and reasoning to quickly develop solutions for ad hoc issues.
- Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered.
- Take responsibility for customer escalation and act as a point of escalation both in and out of hours as required.
- Bring in-depth operation knowledge and a thoughtful point of view with participating in partner meetings.
- Proactively develop customer relationships, anticipating and providing solutions to customer needs. Meet with clients in person or by phone call to ensure customer satisfaction and clear communication.