Client Success Manager
Client Success Manager
Position : Client Success Manager
Location : Remote
Job Type : Full Time/Permanent
MiCORE Solutions is a leading provider of remote Database Management and Consulting Services, specializing in Oracle and Microsoft technologies. Our remote database team provides 24/7/365 monitoring and issue resolutions as well as a range of data management support services. From maintenance support and everyday database tasks to cloud architecture and migration services.
MiCORE Solutions is looking for a Client Success Manager (CSM) to new and existing Clients. The CSM will manage day-day frontline client delivery support for MiCORE’s top consulting and managed services clients. The CSM will work directly with MiCORE’s key clients to ensure clear communication, service quality, delivery management, project management, etc.
The ideal candidate must have experience managing clients, strong IT service delivery management experience, and have a passion for driving support delivery to high, defined standards. He/she must be able to manage client delivery and expectations, drive issue resolution and manage high priority escalations, as appropriate. This person will act as delivery oversight for clients and will drive strategies for improved communications, process, and issue handling consistency and efficiency.
Core Responsibilities:
- Provide delivery oversight and manage client relationships for specific key clients
- Project Manage specific client consulting engagement
- Proactively identify and mitigate risks by regularly communicating with the client and project team
- Manage high priority escalations as appropriate and engage business leaders where appropriate
- Drive consistency and best practice across MiCORE assigned client base
- Introduce MiCORE operational playbook and validate that all components are implemented (i.e. monitoring, service levels, communications, weekly/monthly meetings, billing, meet SOW/contract)
- Ensure MiCORE consulting and MSP team adheres to SOW requirements (i.e. new client onboarding, client Service Level Agreements, billing guidelines, communications, call flows, etc.)
- Ensure client adheres to SOW requirements (i.e. work requested is in scope of SOW, defined SLAs, systems supported in scope, required communication, overall expectations in line, etc.)
- Improvement in client KPI performance; communication and reporting, issue handling consistency and efficiency, escalation percentage, etc., as well as adherence to SOW
- Communicate to clients new and existing MiCORE service offerings and capabilities
- Close working relationship and strong feedback from MiCORE clients
- Close collaboration and working relationship with internal MSP team, sales team, and delivery management
- Strong client retention rate and potential to expand services
Stakeholders & Partnerships:
To be successful in this role, the CSM must have effective relationships / partnerships with key stakeholders in both the client organizations and internal MiCORE, including but not limited to:
- Key Executive Stakeholders
- Partner/supplier delivery leaders
- Technical Team (SMEs and MSP)
Skills & Qualifications:
- 7+ years of experience managing clients in IT services engagement
- Strong communication skills, and skills in building partnerships with customers and partners. Ability to navigate and influence in a matrixed organization
- Strong experience, knowledge and understanding of support delivery
- Demonstrated experience/ability manage frontline delivery resources and understanding of sales lead qualification methodologies
- Demonstrated experience/ability in resolving customer and supplier issues, SOW management and building long-term account relationships
- Account relationship with customers, partners and suppliers, managing day-to-day delivery and escalations
- Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
- Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers
- Relevant Bachelor’s degree or experience commensurate with job expectations is required
- Experience with database technology and cloud infrastructure a plus, but not required
- PMP certification is preferred
- Must be open to some travel